AccountId: 011433970860
ContactId: 2ce67fd5-27cd-4079-b767-04fde77bbada
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114000 ms
Total Talk Time (AGENT): 51829 ms
Total Talk Time (CUSTOMER): 61650 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/2ce67fd5-27cd-4079-b767-04fde77bbada_20250219T19:47_UTC.wav
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[CUSTOMER][NEUTRAL] Some
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from a cardiologist's office. Um, a patient just handed me this, um, a secondary insurance, so I'm trying to see if it covers the, the copay.
[CUSTOMER][NEUTRAL] 9931889.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], uh number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Oh hold on.
[CUSTOMER][NEUTRAL] Is it the outpatient benefit cert 02473357 ML 8.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII], and our policy pays towards the copay, deductible and co-insurance of coverage charges after primary.
[CUSTOMER][NEGATIVE] Speak to representatives no.
[CUSTOMER][NEUTRAL] Oh, OK, excellent. So does let me put that here. OK, can I get, uh, your name again and a reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name. So that's [PII] The first initial to my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] In today's date, awesome thank you very much for your help.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no, that was all, thank you, have a good rest of your day.
[AGENT][POSITIVE] All right, you're welcome. Have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.