AccountId: 011433970860
ContactId: e61724a2-dc96-4ae9-89f2-8bae5aaa5cfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179220 ms
Total Talk Time (AGENT): 68943 ms
Total Talk Time (CUSTOMER): 84286 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e61724a2-dc96-4ae9-89f2-8bae5aaa5cfe_20250605T17:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] and I'm calling from South Georgia Medical Center to verify eligibility, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, sure, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 25912.
[AGENT][NEUTRAL] That doesn't
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, that might be the group number. Do you have a social?
[CUSTOMER][NEUTRAL] Uh, social, yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] 02409024 and are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, this is, um, I just need to know the effective date. I, I don't need to know, um, the benefits. Um, let me just verify that policy. It's [PII].
[AGENT][NEUTRAL] 02409024
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]. OK. And effective [PII] to current?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. And I just need to know the mailing address, please.
[AGENT][NEUTRAL] [PII] and that's in [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and um is there a group number that we need to put on that?
[AGENT][NEUTRAL] Um, it's that number that you gave me.
[AGENT][NEUTRAL] No wait, yeah, 2, yeah 25912, that's the number that you gave me, that's the group number.
[CUSTOMER][NEUTRAL] Oh, the 25, OK.
[CUSTOMER][NEUTRAL] That's a, that's a group number. OK. And I think that's all we needed. We just need to send the bill in uh but all they're, they're asking me to verify is just the effective date of, of the policy. Um, and is she the subscriber?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. OK, perfect. Any call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII], last initial [PII], and the date and time of the call. Is there anything else I can assist with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That was it thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Mhm. You too.