AccountId: 011433970860
ContactId: 13d74616-aa89-466a-aef6-70b6e41fa81f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161580 ms
Total Talk Time (AGENT): 79736 ms
Total Talk Time (CUSTOMER): 36590 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/13d74616-aa89-466a-aef6-70b6e41fa81f_20250407T13:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I work for a provider and I'm trying to find out benefits for one of our patients.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII]. Do you need just benefits or do you also need eligibility?
[CUSTOMER][NEUTRAL] I mean I could, yeah, both I guess.
[AGENT][POSITIVE] OK. Yes, ma'am. I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your patient's policy number, please?
[CUSTOMER][NEUTRAL] It is 02566492.
[AGENT][NEUTRAL] OK, thank you one moment [PII], while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so she was issued as a subscriber on this policy. Now this policy number that you gave me, it's almost like it was never active, [PII]. It has an effective date and a term date, both of being [PII]. Let me just double check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So it's not active.
[AGENT][NEUTRAL] No ma'am, it's not let me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, no, it is not active and she does not have a current active policy with us.
[CUSTOMER][POSITIVE] OK. Well, I thank you so very much.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.