AccountId: 011433970860
ContactId: 1f83809b-c9ca-401a-b832-f5637311efb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182440 ms
Total Talk Time (AGENT): 83926 ms
Total Talk Time (CUSTOMER): 50132 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/1f83809b-c9ca-401a-b832-f5637311efb0_20250328T13:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I was just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, so you're only needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name's [PII] last initial [PII]
[AGENT][NEUTRAL] OK, [PII], and the first initial to my last name if you need that is [PII]. And what is a good callback number for you please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] OK, now that is our electronic payer ID.
[CUSTOMER][NEUTRAL] Oh, OK, hold on, let me see if she provided the card.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, her card is showing an outpatient benefit certification number is that what you need?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 02414220 [PII]
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Now she had been the subscriber on this policy, but this policy is no longer active. This policy was active from [PII].
[AGENT][NEUTRAL] To its term date of [PII] and give me just one moment and she does not have any other coverage beyond that point with APO.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you so much. Could I just have a reference number for our call?
[AGENT][NEUTRAL] Well, you are certainly
[AGENT][NEUTRAL] You can. You will use my name along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] OK. Well, you're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] OK, well then thank you for calling APO and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes ma'am, thank you. Bye.