AccountId: 011433970860
ContactId: 14cf765c-23a6-4f57-a6b9-187415d362fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171660 ms
Total Talk Time (AGENT): 86828 ms
Total Talk Time (CUSTOMER): 50845 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/14cf765c-23a6-4f57-a6b9-187415d362fe_20250313T15:50_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] Yes ma'am, I'm calling from a provider's office to check eligibility on a patient please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII].
[CUSTOMER][NEUTRAL] And my direct line is [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 02396612.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII]. Um, so for the benefits though, you would have to go through uh universal trucking because APL doesn't administer this product.
[CUSTOMER][NEUTRAL] OK, so I'll have to call them, but this, this patient is active and this is his, his primary insurance correct? Y'all show us his primary insurance?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yes, it is active and it's a hospital indemn hospital indemnity policy, so he may have other insurance, but from what we see, this is the only one.
[CUSTOMER][POSITIVE] OK all right thank you so much for your help.
[AGENT][NEUTRAL] You're welcome. Did you need the number to Universal Trucking or you have it?
[CUSTOMER][POSITIVE] That would be great if you could go ahead and give it to me.
[AGENT][NEUTRAL] Sure, it's 877.
[CUSTOMER][NEUTRAL] You don't
[AGENT][NEUTRAL] 472.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] that's.
[AGENT][NEUTRAL] And would you like me to transfer you over?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thanks so much for calling APL. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] All right. Well, have a great day and hope for your transfer.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group is to [PII].
[AGENT][NEUTRAL] Hey, this is [PII] from APL. I have a provider on the other line that needs to go over benefits.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][NEUTRAL] Thank you. Hold on one moment. And what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], right, hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Wonderful thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for