AccountId: 011433970860
ContactId: 110fe2a6-1774-4475-a757-95f710c0395a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161190 ms
Total Talk Time (AGENT): 70089 ms
Total Talk Time (CUSTOMER): 49760 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/110fe2a6-1774-4475-a757-95f710c0395a_20250411T17:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from provider's office to verify patients eligibility and benefit coverage.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility and benefits. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Um, that's 02510210.
[AGENT][NEUTRAL] All right. Thank you, [PII]. And then can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you so much. So let's see. And we're looking for medical coverage, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes, medical.
[AGENT][NEUTRAL] OK. Uh, the patient's plan has terminated as of [PII]. I do not show or I'm sorry, [PII]. I don't show any other active coverage with us.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, this one is not active?
[AGENT][NEGATIVE] Not active, correct.
[CUSTOMER][NEUTRAL] Um, when was the termination date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let's see [PII].
[CUSTOMER][NEUTRAL] Because um it was verified last February that this one is active [PII], no termination date.
[CUSTOMER][NEUTRAL] By [PII].
[AGENT][NEUTRAL] It was effective on [PII].
[AGENT][NEUTRAL] Um, I'm showing the paid to date was 119 of 25. I'm not showing it's been active after that date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so there might be confusion with the claim sending claims because it was.
[CUSTOMER][NEUTRAL] Said active last [PII], um, let's see.
[CUSTOMER][NEUTRAL] And there's no other future policy.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, may I have the reference number of this call?
[AGENT][NEUTRAL] Call references my name with my last initials and today's date. My name again is [PII], that's [PII] Last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] All [PII], thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.