AccountId: 011433970860
ContactId: 095344a7-13bd-4763-9640-cb1a47dc6256
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209660 ms
Total Talk Time (AGENT): 77999 ms
Total Talk Time (CUSTOMER): 74888 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/095344a7-13bd-4763-9640-cb1a47dc6256_20250618T13:47_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling to verify a member's eligibility. Can you repeat your name, please?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. My name is [PII], last initial [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII], and could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, [PII] to no extension.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can assist you with the verifying benefits. Could I get the policy number, please?
[CUSTOMER][NEUTRAL] 0211290
[CUSTOMER][NEUTRAL] 6, M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you said that the policy number was 02112906?
[CUSTOMER][NEUTRAL] Yes, ML 8.
[AGENT][NEUTRAL] 02. OK, please repeat it because someone else came up under the number.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK. So you may be seeing the subscriber with Bianco Vienna.
[CUSTOMER][NEUTRAL] I'm actually trying to verify a newborn. I'm not sure if the new.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Coverage.
[AGENT][NEUTRAL] OK. Yes, she is the um the subscriber on the policy. Could I get that policy number one more time?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0211.
[CUSTOMER][NEUTRAL] 2906 ML 8.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, and please verify the subscriber's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Uh, let me just see if there's a date of birth in here. Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on her policy was [PII]. The policy is still active. She does have a new policy number, but the um child is not on the policy yet. She's still the only one on the policy.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much for verifying, [PII]. And may I have a reference number, please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, not for today. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. Bye-bye.