AccountId: 011433970860
ContactId: 24564dd8-2c65-44fe-8a25-ffb31959d109
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136869 ms
Total Talk Time (AGENT): 79926 ms
Total Talk Time (CUSTOMER): 42823 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/24564dd8-2c65-44fe-8a25-ffb31959d109_20250102T20:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is Info from Children's Prosper Multi Specialty calling on a mutual patient. Just need to know if the patient's insurance is active.
[AGENT][NEUTRAL] OK. I'm so sorry though. I did not catch your first name. What did you say your name?
[CUSTOMER][NEUTRAL] Sure and [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you're needing to just verify eligibility in part to make sure your policy is active?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number.
[CUSTOMER][NEUTRAL] Sure it is let me get back to the top.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02079001
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And in part, any information that I provide for you today would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So now, I see that she had been on this policy at one point.
[AGENT][NEUTRAL] But she is no longer correct. This is an individual policy only. Uh, is this for a future data service?
[CUSTOMER][NEUTRAL] It's no longer active.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so give me just a moment.
[AGENT][NEUTRAL] Yes, ma'am. It has been, um, it changed to individual coverage. It appears back [PII].
[CUSTOMER][NEUTRAL] OK, so we no longer have this insurance, is that correct?
[AGENT][NEUTRAL] Uh, not for the dependents. This is only for the subscriber. Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, well I'll go ahead and then just take it off then thank you so much.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. Absolutely. Yes, ma'am, you too, and a happy [PII], and if that's all I can help you with in part, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.