AccountId: 011433970860
ContactId: 1446648b-9b7c-4879-9c0a-43220dc25c26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217630 ms
Total Talk Time (AGENT): 89085 ms
Total Talk Time (CUSTOMER): 104292 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/1446648b-9b7c-4879-9c0a-43220dc25c26_20250619T14:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], my name is [PII], and I am calling from [PII]. Can you hear me good?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, good. I am calling for eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] 410.
[CUSTOMER][NEUTRAL] My um the phone number is [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][POSITIVE] And the policy oh I'm sorry.
[AGENT][POSITIVE] No, you're good, go ahead.
[CUSTOMER][NEUTRAL] The policy number is 02542924.
[AGENT][NEUTRAL] Oh, I'm sorry, can you repeat the policy number for me?
[CUSTOMER][NEUTRAL] 02542924
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. 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, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did
[CUSTOMER][NEUTRAL] OK, so go ahead, go ahead, I'm sorry.
[AGENT][NEUTRAL] Oh no, you're OK. I was just gonna ask, did you need a copy of the fax back or did you have particular questions?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Yes, I did. That's what I was getting ready to say.
[AGENT][NEUTRAL] OK. May I have a good fax number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] You can
[AGENT][NEUTRAL] OK, and it was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, and I am sending this over to you now, Ms. [PII]. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] And you said this was effective since [PII].
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] Second.
[CUSTOMER][NEUTRAL] OK, alright, [PII]. OK, alright, so if he has any claims that like he was seeing here the other day, he paid cash, you guys will reimburse him?
[CUSTOMER][NEUTRAL] Because he we couldn't get the information um I think you guys are closed over the weekend.
[AGENT][NEUTRAL] Yes, ma'am. Um, so he paid cash when the claim is filed, then yes, it could go.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It depends on the on the the paperwork, but yes, if it's already been paid, then it should go to him.
[CUSTOMER][NEUTRAL] Right, that's what I'm saying. It, that's what I told him. He should probably be able to get it back if it was effective at the time, but he could, we couldn't get this verified the other day, and so we, he needed to be seen.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, are you all gonna file the
[CUSTOMER][POSITIVE] OK, just appreciate it so I will get.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Yes, I believe yes we are.
[AGENT][NEUTRAL] OK. So yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty. Was there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] That's it I appreciate you thanks so I should be receiving that fax in a minute, right?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Yes, ma'am, I just sent it, um, so if you don't receive it in the next hour, just give us a call back and we can resend it for you.
[CUSTOMER][POSITIVE] Thank you, [PII], have a great day.
[AGENT][POSITIVE] You're welcome. You also thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.