AccountId: 011433970860
ContactId: f1ce7c89-e3a4-4865-86a6-c0744a8d7fbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179419 ms
Total Talk Time (AGENT): 63840 ms
Total Talk Time (CUSTOMER): 78506 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f1ce7c89-e3a4-4865-86a6-c0744a8d7fbc_20250602T20:07_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Mercy Clinics. I am just needing to verify if a policy is still active.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today um if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number we have is 01828804.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment and you show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, I think it's outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum.
[CUSTOMER][NEUTRAL] So yeah, we just needed to make sure because she thought it was, yeah, she, I don't need to know what the benefits are she was thinking that the policy wasn't active that's why we were needing to know if it was still active or not. um do you have a call reference number that I can get?
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You know what? I'm sorry, what was that date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's Monday. I understand.
[AGENT][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Oh, I see what happened you know what? she's right. They went from family to single parent and because she's not the primary on it, it would exclude her so only the primary and the children are covered. Oh my [PII], I'm glad you said something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][POSITIVE] Good, good. um, when did it when did hers end then?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][NEUTRAL] She thought that it wasn't, that it was termed, but she, she wasn't sure so.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That helps me with that one and again then so is there a call reference number that I can list for her?
[AGENT][NEUTRAL] Um, reference is just my name [PII], last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK, awesome. Thank you so much.
[AGENT][NEUTRAL] What is, was there anything else I can assist with today?
[CUSTOMER][POSITIVE] All right, that should, no, that should do it. You have a great rest of your day.
[AGENT][NEUTRAL] You do the same thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks [PII]. Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Bye bye.