AccountId: 011433970860
ContactId: 1dfa0a08-8587-4c0e-9556-0e01e824a026
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265079 ms
Total Talk Time (AGENT): 127733 ms
Total Talk Time (CUSTOMER): 145358 ms
Interruptions: 7
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/1dfa0a08-8587-4c0e-9556-0e01e824a026_20250317T13:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you.
[AGENT][POSITIVE] Yeah, this is. How may I help you today?
[CUSTOMER][POSITIVE] Hi, good morning.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Morning. How can I help you?
[CUSTOMER][NEUTRAL] I need to do a verification of 3 patients that you can help me to verify uh the patients are active. Thank you, my dear.
[AGENT][NEUTRAL] I sure can.
[AGENT][NEUTRAL] Yes, ma'am. Go ahead. Yes, ma'am. No problem. Go ahead and give me your name and the first member's policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, my name is [PII], first initial and my last name [PII]. the first policy number I have 02.
[CUSTOMER][NEUTRAL] 587805
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now while I'm pulling this first patient up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Alrighty, [PII], thanks so much for all that information. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Ms. [PII]. Date of birth [PII].
[CUSTOMER][POSITIVE] And more good morning.
[CUSTOMER][POSITIVE] Good good.
[AGENT][NEUTRAL] Alright, looks like Tamara is a dependent on this medical supplemental plan. I do show the original effective date is [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim. But you said you wanted to just check if they're active or did you need any benefits, [PII]?
[CUSTOMER][POSITIVE] good.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that's all I need to know is the patient is active.
[AGENT][NEUTRAL] OK, and your next policy number please, ma'am?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's gonna be number one.
[CUSTOMER][NEUTRAL] Do we have a reference number for that patient?
[AGENT][NEUTRAL] No ma'am, we don't give reference numbers, [PII], but you can use my name in today's date and my name is [PII] spelled [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm. First initial, your last name if you can help me.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK dokey, OK, 2nd patient is gonna be.
[CUSTOMER][NEUTRAL] Um, policy number, I have 2509929.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What, let's see.
[AGENT][NEUTRAL] And your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] Last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] Well, looks like [PII] is the insured on this medical supplemental plan. They show the original effective date. It's [PII]. Patient is still current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but patient is active, [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, that one we got it good and number 3 and last one is gonna be 3 and last one it's gonna be policy number 02549424.
[AGENT][NEUTRAL] A what?
[AGENT][POSITIVE] Alrighty, let's get that pulled up, [PII].
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Can a
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], oh sure there I guess.
[AGENT][POSITIVE] Oh wait, you're getting a good man.
[CUSTOMER][NEUTRAL] Um, date of birth.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's alrighty. Alright, let's see. Looks like [PII] is a dependent on this medical supplemental plan. do show his original effective date is [PII] patient is current and active, but I must advise that patient's verification benefits is not a guarantee of payment, but patient is active, [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So we use.
[CUSTOMER][POSITIVE] OK, sounds like I got a plan. That's all I need to know.
[AGENT][POSITIVE] OK, OK, was there any, right, if that's all I can help you with then, [PII], you have a great [PII] and a great Monday and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Alright.