AccountId: 011433970860
ContactId: fb9e0d8c-d788-4170-a38f-8a9af181e98e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112790 ms
Total Talk Time (AGENT): 39039 ms
Total Talk Time (CUSTOMER): 40952 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/fb9e0d8c-d788-4170-a38f-8a9af181e98e_20250117T20:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Jackson Memorial Hospital.
[AGENT][POSITIVE] Hey you, how are you doing today?
[CUSTOMER][POSITIVE] I'm good and yourself?
[AGENT][POSITIVE] I'm doing good. And how may I assist you today?
[CUSTOMER][NEUTRAL] So I was calling um to verify a member's um eligibility.
[AGENT][NEUTRAL] OK, well, I can assist you with the eligibility and may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is.
[CUSTOMER][NEUTRAL] I'm gonna give you the.
[CUSTOMER][NEUTRAL] Outpatient benefit certification number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 0179.
[CUSTOMER][NEUTRAL] 704.
[CUSTOMER][NEUTRAL] 0 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The member's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.