AccountId: 011433970860
ContactId: 31ef7863-6705-454c-8bc6-c2289fdd7934
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147949 ms
Total Talk Time (AGENT): 85488 ms
Total Talk Time (CUSTOMER): 31436 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/31ef7863-6705-454c-8bc6-c2289fdd7934_20250620T14:48_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] Hi, I'm [PII] with Willis Night in Louisiana Family Practice. I'm trying to verify eligibility on a member.
[AGENT][NEUTRAL] OK, [PII], you're needing to just verify eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Um, it's showing 661-421.
[AGENT][NEUTRAL] As the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I don't know. Let's see.
[AGENT][NEUTRAL] OK. All right. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information, [PII] that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that Ms. [PII] is the subscriber on this supplemental, I mean, excuse me, this limited benefit plan and this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Now if you will, oh you're welcome [PII] and if you will end up filing a claim with us for her once the claim has been processed, we do have a portal that you should be able to check our claim status in.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the website that you would go to for that is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Again, that's [PII]. Yes ma'am. Well, you're welcome. So is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] No ma'am, that's it thank you.
[AGENT][POSITIVE] OK, you're welcome. And again, thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.