AccountId: 011433970860
ContactId: 0b50e94f-5b11-44dc-b27f-268ce164eb83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163600 ms
Total Talk Time (AGENT): 81726 ms
Total Talk Time (CUSTOMER): 75608 ms
Interruptions: 3
Overall Sentiment: AGENT=2.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/0b50e94f-5b11-44dc-b27f-268ce164eb83_20250212T17:11_UTC.wav
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[CUSTOMER][NEUTRAL] Right
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling to verify that a patient is still active and I have some questions about their policy.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with their policy and eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. And may I have the member?
[CUSTOMER][NEGATIVE] And there's no extension.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 00604715.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK and what's the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Oh we have.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And what questions did you have about the policy?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Um, see, it's, uh, let's see, do you guys, are you able to, um, fax over the fee schedule for the policy?
[AGENT][NEUTRAL] Oh yes, I can fax you over the fax back. Um, on the fax back it'll have the calendar year maximum deductible, all the frequencies, limitations, all the ways to file a claim, and then there's a list of codes and the benefit amount that will be paid towards that code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and so.
[CUSTOMER][NEUTRAL] Um, and then what if the code isn't listed on there?
[AGENT][NEGATIVE] If the code isn't listed on here, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] OK perfect and is there a reference number for our call?
[AGENT][NEUTRAL] So there's no call reference number. You can use my name and today's date again, that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need me to fax the fax back to you?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Yes ma'am please.
[AGENT][NEUTRAL] And what's a good fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][POSITIVE] Yes you can.
[AGENT][NEUTRAL] Alright, so I'm gonna go ahead and send this over to you now, and that was [PII].
[CUSTOMER][POSITIVE] OK, yes, that's correct.
[AGENT][POSITIVE] Alright, well, I'm sending this to you now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, that's absolutely all, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.