AccountId: 011433970860
ContactId: 088c4755-39c3-4d5c-bf7e-37a968f7ad91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185410 ms
Total Talk Time (AGENT): 105297 ms
Total Talk Time (CUSTOMER): 64451 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/088c4755-39c3-4d5c-bf7e-37a968f7ad91_20250529T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with NEPA Community Healthcare. Um, I was calling to check on eligibility for um a patient of ours.
[AGENT][NEUTRAL] OK, and did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, I am so sorry. See, I wasn't quite sure. I apologize. OK, [PII]. So you're just needing to check eligibility. Is that correct?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][POSITIVE] Yes ma'am, I can certainly help you with that [PII] and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] It is 02595543.
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And any information that I do provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and it is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK, so now on our, on the coverage she has with us, her last name is [PII].
[AGENT][NEUTRAL] I believe it's [PII]. Of course, it's kind of, it's cut off because it's too much. That's too long for our space that we have available, but I believe it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And yes, she is the subscriber on this limited benefit plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] It is, it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you all file a claim with us for her once it's been processed, we do have a portal that you should be able to check claim status in and the website for our portal [PII] is located at [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] All right, now this is not um.
[CUSTOMER][NEUTRAL] um, emeritus, emeritus, right?
[AGENT][NEUTRAL] No, this is American, yes.
[CUSTOMER][NEUTRAL] It's APL right.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Alright, I just want, I just wanted to make sure we have it correct in our system here, um, because they had it as a mayor test and it's not so I.
[AGENT][NEUTRAL] Yes, ma'am. APL.
[AGENT][NEGATIVE] No, that is not correct. Yeah, that's not correct.
[CUSTOMER][POSITIVE] All righty. All right. Thank you so much. You have a great day.
[AGENT][POSITIVE] OK. Well, you're welcome. I hope you have a great day too, and if that is all I can help you with, [PII], thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] OK thanks bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.