AccountId: 011433970860
ContactId: 12f4db12-c412-4cbc-a67a-b0b987cfc874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135770 ms
Total Talk Time (AGENT): 50391 ms
Total Talk Time (CUSTOMER): 41797 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/12f4db12-c412-4cbc-a67a-b0b987cfc874_20250619T15:33_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], my name is [PII]. I'm calling from a facility. I'm just needing to verify eligibility for a member.
[AGENT][POSITIVE] Sure I can help you with eligibility. [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. That is 256-6446.
[AGENT][NEUTRAL] OK give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Great, it looks like this policy is active with an effective date of [PII], I'm sorry, with an effective date of [PII].
[AGENT][NEUTRAL] And this is his secondary gap insurance. So this helps cover co-pay, co-insurance, and co-deductible.
[AGENT][NEUTRAL] Were there any specific benefits you were wondering about?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, just also to double check, you guys do not need, uh, primary, um, insurance information, only the EOB, is that correct?
[AGENT][NEUTRAL] Right, we'll just need the primary EOB um when filing a claim.
[CUSTOMER][NEUTRAL] OK, perfect. All right, and then do you have a reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII] and then today's date.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] you have a great rest of your day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.