AccountId: 011433970860
ContactId: e924f63f-fd50-48e9-9621-a5717f3d9781
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197679 ms
Total Talk Time (AGENT): 85318 ms
Total Talk Time (CUSTOMER): 69077 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/e924f63f-fd50-48e9-9621-a5717f3d9781_20250509T18:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. I'm gonna send someone downstairs. Good afternoon, [PII]. Um, my name is [PII] calling from Bacchus Hospital. I am just verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility, you said you do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] No, just eligibility. I'm calling from the ER.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I can help you with that, [PII], and what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] D as in Delta 46002398.
[AGENT][NEUTRAL] OK, thank you, but [PII] that is not an APL number, that is a 90 degree benefit number. I'm with APL.
[CUSTOMER][NEUTRAL] AT
[CUSTOMER][NEUTRAL] APO number.
[AGENT][NEUTRAL] Mhm. There should be a policy certificate number.
[AGENT][NEUTRAL] On their card for APL.
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] 0, 02620577.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] in a bed in there that calculating.
[CUSTOMER][NEUTRAL] Cali.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this plan and yes [PII], it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, can I have a reference number for this call?
[AGENT][NEUTRAL] And it's
[AGENT][NEUTRAL] Sure, you're gonna use my name and today's date.
[AGENT][NEUTRAL] And then [PII], if you will end up [PII]
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] OK, and today's date, OK.
[AGENT][NEUTRAL] And if you all, uh huh, end up filing a claim for this member once it's been processed, we do have a portal that you all should be able to check claim status in if you can make a note of that.
[CUSTOMER][NEUTRAL] I I
[CUSTOMER][NEUTRAL] I, I don't do those that part of it. I just do registration. I just verify the coverage as far as claims another department does that. There's no way actually for me to put that message in here for them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, sorry about that.
[AGENT][NEUTRAL] All right, well, that's OK. Anything, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you did, uh, great, thank you very much, [PII].
[AGENT][POSITIVE] Well, you're welcome, [PII] and thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.