AccountId: 011433970860
ContactId: e4897be2-0a34-4579-9cb5-0cf8ea027d12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123510 ms
Total Talk Time (AGENT): 60641 ms
Total Talk Time (CUSTOMER): 35367 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/e4897be2-0a34-4579-9cb5-0cf8ea027d12_20250129T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from our provider office, and I'm just needing to verify eligibility for a member.
[AGENT][NEUTRAL] Certainly [PII], I can help you with eligibility. May I please have a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's the name of the facility or provider you're calling from?
[CUSTOMER][NEUTRAL] Saint Francis Hospital.
[AGENT][NEUTRAL] Thank you, and may I please have the policy certificate or member ID?
[CUSTOMER][NEUTRAL] Sure, but I do need to let you know the entire call will be monitored and recorded for quality and compliance purposes. It's 02485390.
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] Thank you for sharing that information.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Just give me one moment to pull up their policy.
[AGENT][NEUTRAL] I'll have you verify patient's name and date of birth please.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Just to let you know there's a verification of coverage only not a guarantee of payment. This policy is active. The effective date is gonna be [PII].
[AGENT][NEUTRAL] And this policy is a limited supplemental benefit medical expense plan, so we are secondary to their major medical.
[AGENT][NEUTRAL] Did you need to obtain any benefit information, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, I think that was all. Um, do you have a reference number?
[AGENT][NEUTRAL] Certainly the call reference number is my name in today's date, my first name [PII], that's initial [PII] like love.
[CUSTOMER][POSITIVE] OK, thank you so much you have a great day.
[AGENT][POSITIVE] You too, [PII], thank you so much for calling APR. Hope you have a great rest of your day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.