AccountId: 011433970860
ContactId: 025f6300-68c3-4409-953c-cf592a2e01d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150800 ms
Total Talk Time (AGENT): 68499 ms
Total Talk Time (CUSTOMER): 53229 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/025f6300-68c3-4409-953c-cf592a2e01d9_20250305T17:06_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 afternoon. I'm calling to verify eligibility for a patient please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, policy number is 02024680 M as in Mary, L as in Larry and the number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] And that was policy number 202468?
[CUSTOMER][NEUTRAL] 0 ML 8.
[AGENT][NEUTRAL] There's a 0 at the end. OK, hold on one moment.
[CUSTOMER][NEUTRAL] It's 02024680 and then I have M as in Mary, L as in Mary, and then the number 8.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. You're welcome, and I have her here and and the um date of birth. Can you repeat again? I'm sorry.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing this policy is no longer active as of [PII], but there is an active policy that's been effective since [PII], and that's 21754.
[CUSTOMER][NEUTRAL] Oh, let me, let me change that. I am sorry, give me one second. Let me just change it real quick. OK, what is it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 217.
[AGENT][NEUTRAL] 542 7.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's been effective since [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright still active.
[CUSTOMER][POSITIVE] All right perfect and may I have your name please?
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too mm bye.
[AGENT][NEUTRAL] Bye bye.