AccountId: 011433970860
ContactId: 24c55f22-4810-4f0a-82e0-af8b0a6ccb2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102220 ms
Total Talk Time (AGENT): 43589 ms
Total Talk Time (CUSTOMER): 40339 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/24c55f22-4810-4f0a-82e0-af8b0a6ccb2d_20250213T16:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a facility and I need to advise the entire call will be monitored and recorded for quality and compliance purposes. Uh, I'm just calling to verify eligibility for a member.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility, [PII]. And may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And the policy number is 1457173.
[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. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] All the information.
[CUSTOMER][NEUTRAL] OK, and um you guys are secondary payers, is that correct?
[AGENT][NEUTRAL] Correct. This policy is second to their um primary pay towards the co-pay, deductible and co-insurance after primary coverage charges.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, all right, I think that's all I need. Do you have a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you for your help, [PII], you have a great rest of your day.
[AGENT][POSITIVE] You also, [PII], thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.