AccountId: 011433970860
ContactId: 2d1a609a-f0d8-4701-936c-cc324b5bbfe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183979 ms
Total Talk Time (AGENT): 76608 ms
Total Talk Time (CUSTOMER): 50960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/2d1a609a-f0d8-4701-936c-cc324b5bbfe2_20250529T16:36_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling from Regulus Children's Operation Center today, and I'm calling to get the um eligibility and benefits of one of the patients here that was seen a couple days ago.
[AGENT][NEUTRAL] OK, so you're needing eligibility and benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that and I'm so sorry, but I did not catch your name.
[CUSTOMER][NEUTRAL] My name is [PII], that's [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 544986 M as in Mary L 8.
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up please.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so I do show that she had been, and again any information provided as a verification of benefits and not a guarantee of payment. I do show that she had been a dependent on this policy. [PII], however, this policy is no longer active. This supplemental policy was active from [PII].
[AGENT][NEUTRAL] To its term date of [PII] and there is no other active coverage with our company beyond that point.
[CUSTOMER][POSITIVE] All right, thank you so much. Is there a reference number for this call?
[AGENT][POSITIVE] Yes ma'am, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] Yeah. Well, you're welcome, [PII], and if that is all I can help you with, and thank you again for calling APL and I hope you have a nice day as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes