AccountId: 011433970860
ContactId: fd9587ee-be7e-4b92-9302-5f4a158727c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247309 ms
Total Talk Time (AGENT): 72745 ms
Total Talk Time (CUSTOMER): 89439 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/fd9587ee-be7e-4b92-9302-5f4a158727c2_20250213T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII]. I'm calling from Nela Children's Hospital. I wanna check the patient's eligibility and benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure. The first thing I'm gonna tell my callback number.
[CUSTOMER][NEUTRAL] My best callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And our member ID number.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm ready for the policy number when you are.
[CUSTOMER][NEUTRAL] Um, sure. I have a member ID number. What's that? Oh yeah. It's 112.
[CUSTOMER][NEUTRAL] 302 9.
[AGENT][NEUTRAL] 1123029. Is there a number after the 9?
[CUSTOMER][NEUTRAL] Uh, let me check with the member ID card because I uh this much number on.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] What's that after mine.
[CUSTOMER][NEUTRAL] Yeah, actually, I don't have a member ID number. I have a member's name and date of but you're able to pull the member's name?
[AGENT][NEUTRAL] Yes, I can start you with the first and last name. Can you spell the last name for me, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, it's [PII], just spelled as [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And the first name was [PII].
[CUSTOMER][NEUTRAL] Again, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And this is for the medical policy?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I believe I just located it. Hold on one second.
[AGENT][NEUTRAL] And what is the member's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, this is the correct policy and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that there's no policy that's active with APL. The last policy was effective from [PII].
[AGENT][NEUTRAL] And that was policy number 1947199.
[AGENT][NEUTRAL] The policy number you provided was active from [PII].
[CUSTOMER][NEUTRAL] OK. Uh, so currently there is no Api active policy for the patient, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Can you please spell your name along with your last initial?
[AGENT][NEUTRAL] Sure, my name is [PII] The first initial to my last name is [PII]. There's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you and uh thank you so much for patiently assisting me. Have a wonderful day ahead. Bye for now.
[AGENT][POSITIVE] You also and thanks for calling APL. Bye bye.