AccountId: 011433970860
ContactId: 178854f2-7cf5-4f57-bfae-923eeea1fcf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141570 ms
Total Talk Time (AGENT): 65642 ms
Total Talk Time (CUSTOMER): 59305 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/178854f2-7cf5-4f57-bfae-923eeea1fcf3_20250121T16:37_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] Hi [PII], my name is [PII] and I was calling to confirm eligibility on uh one of your members.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] You're fine, and you said your name was [PII], is that right?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, and the first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02487944.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [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] 51024.
[CUSTOMER][NEUTRAL] OK, and can you tell me what is your billing address and do you have an ADI number or is it just, are you Medica are you cross over from Medicare or?
[CUSTOMER][NEUTRAL] Mm. Mhm.
[AGENT][NEUTRAL] OK, so this policy is 2nd to the Blue Cross Blue Shield policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you ask for the claim's mailing address as well?
[CUSTOMER][POSITIVE] Uh yes please.
[AGENT][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and do you know if you automatically cross over to Medicare?
[AGENT][NEUTRAL] We don't work with Medicare at all.
[CUSTOMER][NEUTRAL] Uh, I mean from Medi oh, so you don't cross over from Medicare to them, OK, do you? OK.
[AGENT][NEUTRAL] No, we're second only to their major.
[CUSTOMER][POSITIVE] Right, oh, that's right, you said Blue Cross. OK, all right, thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Uh, no, I appreciate your help thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.