AccountId: 011433970860
ContactId: 0c71ef8d-add1-4cc8-9cc5-619a288655be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158100 ms
Total Talk Time (AGENT): 70395 ms
Total Talk Time (CUSTOMER): 40327 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0c71ef8d-add1-4cc8-9cc5-619a288655be_20250617T17:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I am calling from Northshore LAJ Medical PC. I'm calling to check eligibility.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And can, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, the number is [PII].
[CUSTOMER][NEUTRAL] And the ID number is 1234286.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Um, so this particular policy is no longer active. It was effective from [PII], um, but they do have an active policy. Let me get that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and policy number
[CUSTOMER][NEUTRAL] Is this a supplemental please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is it a supplemental plan?
[AGENT][NEUTRAL] Yes, it's still Metlink. They just have an active policy now.
[CUSTOMER][NEUTRAL] OK, go ahead. What's the ID?
[AGENT][NEUTRAL] So policy number 193.
[AGENT][NEUTRAL] 962-3.
[AGENT][NEUTRAL] has been effective since [PII].
[CUSTOMER][NEUTRAL] OK, so you're the secondary plan correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, where, where, where are the claims being sent to?
[AGENT][NEUTRAL] That claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] And it's going to American Public Life. Is that the name of Raria?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, can I have a call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] What's your first name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] OK, thank you.