AccountId: 011433970860
ContactId: fe674184-58f9-45e5-b6e6-d37ef9e5c532
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174539 ms
Total Talk Time (AGENT): 65704 ms
Total Talk Time (CUSTOMER): 76402 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/fe674184-58f9-45e5-b6e6-d37ef9e5c532_20250502T18:16_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well I.
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. This is [PII] calling from Homestead Baptist Hospital. I'm calling on behalf of a patient that she came into the emergency department. I just want to know if this insurance or this, uh, gap insurance was active currently.
[AGENT][NEUTRAL] OK, so you're just wanting to verify if a member's policy is active or not, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] Thank you. [PII].
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][POSITIVE] OK, thank you. And what is a good callback number for you please?
[CUSTOMER][NEUTRAL] The best number to call back would be.
[CUSTOMER][NEUTRAL] [PII] give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] The outpatient benefits certification number would be 01845855 M as in monopoly L as in Libra 8.
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Really only, any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, place, and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth will be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show she is the spouse of the subscriber on this policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And yes, ma'am, it is active. Her coverage has an effective date of [PII].
[CUSTOMER][NEUTRAL] OK perfect because the card that I do have is [PII] so it's been active since [PII].
[AGENT][NEUTRAL] Yes, uh, the policy as a whole went into effect [PII], but she was not covered on it until [PII].
[AGENT][NEUTRAL] It was individual. It should just, does it say individual coverage on that?
[CUSTOMER][POSITIVE] OK perfect I'll make sure to have that in my notes.