AccountId: 011433970860
ContactId: 1bd6ca6f-ecb0-4c8e-ae09-72c8c3dd70ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112940 ms
Total Talk Time (AGENT): 57574 ms
Total Talk Time (CUSTOMER): 38960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/1bd6ca6f-ecb0-4c8e-ae09-72c8c3dd70ee_20250130T14:17_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], good morning. I was calling to get some help with verifying eligibility for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] last initial [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have 01909904.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, we have [PII], [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I assist you today?
[CUSTOMER][NEUTRAL] I was calling to get some help with verifying coverage for the patient, um, want to know if the policy is active.
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] This particular policy is no longer active, but they do have an active one. Did you want me to give you like the term date of this one or you just want the other information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just the other information is fine.
[AGENT][NEUTRAL] OK, um, so that's policy number 2,357,150.
[AGENT][NEUTRAL] And this policy
[CUSTOMER][NEUTRAL] And does the group number stay the same?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sorry, OK, go ahead, I'm sorry.
[AGENT][NEUTRAL] And this policy has been effective or yeah, been effective since [PII], it's still active.
[CUSTOMER][NEUTRAL] Alrighty, and then a reference for the call.
[AGENT][NEUTRAL] OK, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help today. You have a great day, stay safe.
[AGENT][POSITIVE] You also, [PII] and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.