AccountId: 011433970860
ContactId: 026c0e60-5bcd-454e-892a-fdab29cb06c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158100 ms
Total Talk Time (AGENT): 66009 ms
Total Talk Time (CUSTOMER): 61340 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/026c0e60-5bcd-454e-892a-fdab29cb06c3_20250212T18:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the product's office to check the patient's eligibility status.
[AGENT][NEUTRAL] OK, you're needing eligibility only and not benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, yeah. Yes.
[AGENT][POSITIVE] Yes, I can help you. And could you please spell your name for me, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, say that one more time, please. I'm, I'm sorry, say that.
[CUSTOMER][NEUTRAL] Last initial is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] [PII], OK, thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] 02496355
[AGENT][NEUTRAL] OK, thank you [PII], one moment.
[AGENT][NEUTRAL] And how 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 and date of birth?
[CUSTOMER][NEUTRAL] for you today would be.
[CUSTOMER][NEUTRAL] It's right [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] I'm sorry, what is the name again? The first name?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] Mhm. And last name you said was [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so there is no one, he, this child is not covered under this supplemental policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please check with the patient's name?
[AGENT][NEGATIVE] Yes, so there's no one covered under this policy.
[AGENT][NEUTRAL] By that name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII]. May I know the call reference number?
[AGENT][NEUTRAL] Yeah, that would be my name along with today's date.
[CUSTOMER][POSITIVE] OK, [PII]. Thanks for the information. Have a nice day. Thanks, sir. Bye.
[AGENT][POSITIVE] Yes sir. Well, you're very welcome, [PII], and thank you again for calling APL if that's all I can help you with, and I hope you have a nice day as well.
[CUSTOMER][NEUTRAL] You too. Bye.