AccountId: 011433970860
ContactId: 2c558237-f275-428e-9000-400b053061d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154259 ms
Total Talk Time (AGENT): 81289 ms
Total Talk Time (CUSTOMER): 42740 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/2c558237-f275-428e-9000-400b053061d1_20250205T20:19_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] Hey [PII], um, what's your initial to your last name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thanks. My name is [PII] and my initials [PII], and I just need to get an effective date of a patient, please.
[AGENT][NEUTRAL] OK, you're only needing a policy's effective date, is that correct? Yes, ma'am?
[CUSTOMER][NEUTRAL] Yes ma'am, and to see if it's still active, yes ma'am.
[AGENT][POSITIVE] Yes, I can help you with the eligibility and like so, uh, what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your patient's policy number?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] 02584430
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I say, any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] OK, so I do show that Ms. [PII] is the subscriber on this limited benefit plan and yes ma'am, it is active with an effective date of [PII]. Again, it is active effective [PII].
[CUSTOMER][NEUTRAL] Still active OK and do you use the reference number for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and you, you're actually gonna use my name along with today's date and then [PII], one additional thing, um, we do have a portal that once the claim has been processed with APO you should be able to check claim status by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK alrighty well thank you so much for your help and you have a great day I appreciate it.
[AGENT][POSITIVE] All right. You are, uh, well, you're certainly very welcome. It was my pleasure and thank you again for calling APL. I hope you have a great afternoon also.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye bye.