AccountId: 011433970860
ContactId: 00b7c46f-ef22-4839-aeaa-920ba1318a7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143419 ms
Total Talk Time (AGENT): 65796 ms
Total Talk Time (CUSTOMER): 37917 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/00b7c46f-ef22-4839-aeaa-920ba1318a7f_20250221T14:11_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], my name is [PII]. I'm calling from Emery Clinic in [PII], and I'm trying to verify coverage on my new members.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], are you needing to verify eligibility and benefit information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] The policy number is 02491580.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Her name is uh [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she had been the subscriber on this policy, but this policy is actually no longer active. This policy was active from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To [PII] and she does not currently have any other active coverage with APL at that point from that point on rather I'm sorry.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Um, no, ma'am, you've answered all my questions, thank you.
[AGENT][POSITIVE] OK, well then thank you again [PII] for calling APL and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You do the same. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.