AccountId: 011433970860
ContactId: fb6946dd-47f4-4b35-940e-c89dd3edffe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159580 ms
Total Talk Time (AGENT): 86490 ms
Total Talk Time (CUSTOMER): 39902 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/fb6946dd-47f4-4b35-940e-c89dd3edffe7_20250604T19:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APU. This is. How may I help you today?
[CUSTOMER][NEUTRAL] Hi there, my name's [PII] calling from Holy Cross Hospital on behalf of a mutual patient. I just need to verify that her policy is active.
[AGENT][POSITIVE] Alrighty, [PII], I'll be glad to help you go and give me a good policy number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's try 02262951 ML 8.
[AGENT][NEUTRAL] That sounds like it, [PII]. So thank you for that. And hold on just a moment while I pull that up and while I'm pulling this up, go ahead and give me a good return telephone call number, please, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All [PII]. Thank you for all that information. Now, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All [PII]. Thank you for that, [PII]. Looks like she is the insured on this medical supplemental plan, but I do see that she has flipped to a different number. So let me get it pulled up. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Yeah, but see.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, she did flip to a different number. So [PII], let me give you the correct current active policy number. It's going to be 023.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 892-51.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, now I do see that uh Marlene is the insured on this medical supplemental plan. They show the original effective date is [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you won't benefit or just checking eligibility today, [PII].
[CUSTOMER][NEUTRAL] Just verifying that it's active.
[AGENT][NEUTRAL] Yes, ma'am. Was that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Yes, you're good thank you so much for your help.
[AGENT][POSITIVE] Well, yes, ma'am, thanks so much for calling APL [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.