AccountId: 011433970860
ContactId: 32175654-fa26-4ab5-ba4e-8f4b49a405c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377619 ms
Total Talk Time (AGENT): 141983 ms
Total Talk Time (CUSTOMER): 176265 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/32175654-fa26-4ab5-ba4e-8f4b49a405c1_20250508T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. We're the provider. How are you doing today?
[AGENT][NEUTRAL] Hey, [PII]. How are you today?
[CUSTOMER][POSITIVE] Hey, how are you hey how are you?
[AGENT][POSITIVE] I'm good. I haven't heard from you in a long time.
[CUSTOMER][NEUTRAL] Well, I, I, I know you guys have, you guys are so popular. You have so many different representatives. It's.
[CUSTOMER][NEUTRAL] You know,
[AGENT][POSITIVE] Yes, I understand. Well, how are you and how can I help you today?
[CUSTOMER][NEUTRAL] I spoke to someone.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] I'm doing I'm doing OK how are you today?
[AGENT][POSITIVE] I'm doing good.
[AGENT][NEUTRAL] You just spoke to someone you said?
[CUSTOMER][POSITIVE] Very good.
[CUSTOMER][POSITIVE] Yeah, her name was [PII] and I'm like, oh, I'm like how she's sweet, [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah. Yes, I love [PII].
[CUSTOMER][NEUTRAL] So I was like, oh I'm like another American public.
[CUSTOMER][NEUTRAL] Oh, you know, [PII]?
[AGENT][NEUTRAL] Yes. Yes.
[CUSTOMER][POSITIVE] She's sweet.
[AGENT][POSITIVE] She is. She's, she's an awesome person, very uplifting.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] You know, I tell people all the time, you, you need that.
[CUSTOMER][POSITIVE] That's what we need nowadays, uplifting because nowadays everybody is just.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] I actually I spoke with her name, what's her name? [PII] or [PII]? Yes, I think so. [PII].
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][POSITIVE] She's and she knows who I am. Oh, I love, I love your positivity. I'm like, thanks.
[AGENT][POSITIVE] Yeah, [PII] is a nice girl too. We've got a, a good group of girls that help on the telephones.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You guys are great and you answer the phone promptly, which I love.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Well, thank you.
[CUSTOMER][NEUTRAL] OK, so the member, um, member ID is 02451550 MLA.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] ML 8. OK.
[AGENT][NEUTRAL] And you're calling from [PII]?
[CUSTOMER][NEUTRAL] Oh, you remember?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, wow, that's oh my God, I'm I'm impressed. Look at that.
[AGENT][NEUTRAL] OK, and then, yes, ma'am, and Ms. [PII], what is your callback number just in case the calls dropped?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and then what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK, and you're just looking for eligibility, is that right?
[CUSTOMER][POSITIVE] Her elig eligibility and benefits, right, because I've learned sometimes when they have gaps.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They do not, they don't have that coverage. People assume they're covered and they're not covered, you know? So I don't wanna assume. I, I wanna make sure because this has been happening way too often where it's like we've been seeing they have additional these gap plans but they don't have that coverage.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you know, so I like to go double check.
[AGENT][NEUTRAL] Yes, ma'am, I understand. Well, I've got her pulled up and she does have an active policy. The effective date of her policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has an inpatient calendar year benefit amount of $2000 and an outpatient per calendar day benefit of $500.
[CUSTOMER][NEUTRAL] OK, so she does have outpatient coverage. Is it for outpatient urgent care?
[AGENT][NEUTRAL] Let me check to see if she has urgent care on her policy.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I need to pull her policy in so it's gonna be just a moment while it loads.
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All you're doing now? I'm gonna like to see if there's any other APLs because I always have a feeling it's like another APL.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, she does have, um, outpatient facility for urgent care, and this is just to verify benefits. It's not a guarantee of payment, um, is a covered facility.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] OK, great. OK, that's always good to hear. OK, so one second, let me think of something.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Um, so let me.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, so she's active. Perfect. So let me make a note of that. And then her group her group name is is it EAC Consulting?
[AGENT][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] LLC?
[AGENT][NEUTRAL] Let me get back to that screen, uh, yes it is.
[CUSTOMER][NEUTRAL] OK. OK. Any group number?
[AGENT][NEUTRAL] 17776.
[CUSTOMER][NEUTRAL] 17, how many 737?
[AGENT][NEUTRAL] 33 7s.
[CUSTOMER][POSITIVE] OK, OK, perfect, and she's the subscriber, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you. OK. And [PII]?
[AGENT][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] Oh, I thought so. OK, just wanna double check.
[CUSTOMER][POSITIVE] OK Tory, 0508 2025 is the reference number. All right, perfect. Thank you for everything.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. I hope you have a good rest of your week and thank you for calling APL. You take care bye bye ma'am.
[CUSTOMER][POSITIVE] Thank you you too bye.