AccountId: 011433970860
ContactId: e911c144-e915-4109-a0c5-910b406d3da0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155029 ms
Total Talk Time (AGENT): 70475 ms
Total Talk Time (CUSTOMER): 48406 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e911c144-e915-4109-a0c5-910b406d3da0_20250217T16:25_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from Jackson West Medical Center, and I'm just calling to verify if the patient has active coverage. What was your name again?
[AGENT][NEUTRAL] Uh, it's [PII], and your, yes ma'am, and your name is again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's that policy number, please?
[CUSTOMER][NEUTRAL] I have 01822969 M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And how do you pronounce your name again? [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] [PII], uh, uh, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Showing that policy was effective [PII], but terminated [PII], and I don't show any active coverage.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Oh, I misspoke. They do have an active policy. I'll give you that number when you're ready.
[CUSTOMER][POSITIVE] Go for it.
[AGENT][NEUTRAL] OK, it's 256-432-8.
[CUSTOMER][NEUTRAL] 256-432-8
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Uh, effective date [PII], policy is active.
[CUSTOMER][POSITIVE] Beautiful and it covers how much outpatient?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a verification coverage showing the insured has a benefit max up to 70, I'm sorry, $7350 per calendar year.
[CUSTOMER][POSITIVE] Perfect. Perfect.
[CUSTOMER][NEUTRAL] That's everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Nope, that was everything. Thank you so much. I do appreciate your time.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day, Miss [PII].
[CUSTOMER][NEUTRAL] Likewise. Bye-bye.
[AGENT][NEUTRAL] Bye.