AccountId: 011433970860
ContactId: 2a1229b9-24f3-4329-ac47-158902930ac3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174339 ms
Total Talk Time (AGENT): 81138 ms
Total Talk Time (CUSTOMER): 46024 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/2a1229b9-24f3-4329-ac47-158902930ac3_20250619T12:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, it's [PII] from Saint Peter's bariatrics and metabolic care. Um, I was just calling to check a member if they are currently active with their plan.
[AGENT][NEUTRAL] OK, [PII], so you're not needing benefits, you only need to verify eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yeah, that's all I need to do.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] Actually sorry just bear with me one second where did my paper go here?
[AGENT][NEUTRAL] Oh, you're fine. Yes, ma'am, you're fine.
[CUSTOMER][NEUTRAL] Um, 02543325.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, so I do show that he is the subscriber on this limited benefit plan.
[AGENT][NEUTRAL] And this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect and what's your first name?
[AGENT][NEUTRAL] Again my name is [PII] and you would use my name along with today's date as your call reference number and one last thing [PII], if you all do file a claim for this number with us once the claim has been processed by APL, we do have a portal in which you should be able to check his claim status and the website for that portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK great thanks have a good day.
[AGENT][POSITIVE] Alright, well thank you for calling APO and I hope you have a great day too if that's all I can help you with this morning.
[CUSTOMER][POSITIVE] Thank you alright bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.