AccountId: 011433970860
ContactId: 1b95507a-7af9-46e4-bc91-f344f53e2d15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130649 ms
Total Talk Time (AGENT): 58110 ms
Total Talk Time (CUSTOMER): 50626 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/1b95507a-7af9-46e4-bc91-f344f53e2d15_20250127T20:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from BCU Health System. I'm needing to verify benefits and eligibility for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits and eligibility, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] The ID is 02492057.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Of course, 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. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, specialty visits.
[AGENT][NEUTRAL] OK, like a specialist office visit?
[CUSTOMER][NEUTRAL] Mhm. for endocrinology.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] OK, so this is actually a dental policy, um, so there's no medical coverage for the member with APL.
[CUSTOMER][NEUTRAL] OK, good to know. They, uh, I didn't have an insurance card scanned in just this information, the phone number and the member ID so I will make sure to document that's just dental then.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I get a reference to this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date again that's [PII].
[CUSTOMER][POSITIVE] Alright, well um thank you so much and I hope you have a wonderful day.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APLly. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.