AccountId: 011433970860
ContactId: 0530feeb-a3a9-4970-8c8e-905b8c5335f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156360 ms
Total Talk Time (AGENT): 60188 ms
Total Talk Time (CUSTOMER): 36346 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/0530feeb-a3a9-4970-8c8e-905b8c5335f9_20250304T18:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, so you're only needing eligibility, you do not need benefit information?
[CUSTOMER][NEUTRAL] Yes ma'am, just eligibility at this time.
[AGENT][POSITIVE] Yes, ma'am. OK, yes ma'am. I can certainly help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Uh, it shows 1257.
[CUSTOMER][NEUTRAL] 538 I'm sorry 5831257583.
[AGENT][NEUTRAL] OK, thank you, [PII]. One moment, please.
[AGENT][NEUTRAL] And [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] We, we have [PII], [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so she had been a subscriber on the supplemental policy, but it is no longer active [PII]. This policy was active from [PII].
[AGENT][NEUTRAL] She did have another policy after that, but it turned in [PII], and there is no active policy with us at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty. Thank you so much for that information.
[AGENT][POSITIVE] Well, you're certainly welcome. And can I help you with anything else?
[CUSTOMER][POSITIVE] No, that will be all. You have a great day and stay safe.
[AGENT][POSITIVE] Well, thank you. I hope you do too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome.