AccountId: 011433970860
ContactId: 241886cd-288b-4467-904a-821c8805e21d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136610 ms
Total Talk Time (AGENT): 50726 ms
Total Talk Time (CUSTOMER): 63408 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/241886cd-288b-4467-904a-821c8805e21d_20250502T15:56_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 am calling to check eligibility for a patient.
[AGENT][POSITIVE] Alright, well, I can definitely help you with the eligibility, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, one second, OK, trying to multitask. OK, I have 02131819.
[AGENT][POSITIVE] Oh, take your time.
[AGENT][NEUTRAL] 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] [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].
[CUSTOMER][NEUTRAL] OK. And can you, uh, enlighten me in on what kind of a policy is this? Is this a limited benefit plan?
[AGENT][NEUTRAL] No, this is a Metlink policy, so it's a supplemental gap insurance. Um, we applied to the co-pay, deductible and co-insurance after their primary. Uh, let me make sure this changed over. Hold on one moment.
[AGENT][NEUTRAL] Which is Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] OK. OK. And let me just ask you this, probably not. Um, the patient came in through the emergency room, had a CAT scan. Would prior off be required for that?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, alright, Miss [PII], I think you got all my questions answered. Do you by chance have a reference number for our call or would I just use your name?
[AGENT][NEUTRAL] My name is today's date, the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alrighty, well, Miss [PII], thank you very much for your time and I hope you have a great weekend.
[AGENT][POSITIVE] You also tell me thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.