AccountId: 011433970860
ContactId: 25160513-1f27-4755-8bf6-515113adafc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176850 ms
Total Talk Time (AGENT): 81055 ms
Total Talk Time (CUSTOMER): 55807 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/25160513-1f27-4755-8bf6-515113adafc3_20250508T13:00_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 good morning. My name is [PII] and I'm calling from [PII], and I was just needing to check, um, uh, patients not yeah eligibility.
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's going to be [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Get that
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] Um, O as in octopus 2144652.
[AGENT][NEUTRAL] OK, and so just just for your knowledge that first number is a 0, not an 0.
[CUSTOMER][NEUTRAL] 000, maybe they put it on you put it as 0 though because someone put it as 0.
[AGENT][NEUTRAL] Yeah, 0.
[AGENT][NEUTRAL] OK, and any information that is provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so for this particular policy that you get number that you gave me, she had been the subscriber but it's no longer active. Give me just a moment. Correct. So just one moment.
[CUSTOMER][NEGATIVE] Oh it's no longer active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes ma'am, it was active from [PII] to its term date of [PII].
[AGENT][NEUTRAL] Now, are you calling for a future data service, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, I am, yes ma'am.
[AGENT][NEUTRAL] OK, because she did have another policy after that, but it is also termed as a 51. So if it's for a future data service, she does not, uh, have any active coverage with us at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK awesome well thank you so much ma'am.
[AGENT][POSITIVE] OK, well, you're welcome. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK, well then thank you for calling APL and I hope that you have a wonderful day.
[CUSTOMER][NEUTRAL] You as well, ma'am bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.