AccountId: 011433970860
ContactId: 341c831e-fcec-4378-af7b-1c8b0b383323
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267000 ms
Total Talk Time (AGENT): 123271 ms
Total Talk Time (CUSTOMER): 116104 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/341c831e-fcec-4378-af7b-1c8b0b383323_20250430T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, I can check eligibility for you. Uh, what was your name please?
[CUSTOMER][NEUTRAL] Actually I have multiple patients.
[CUSTOMER][NEUTRAL] My name's [PII] last initial [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and you said that there were several policies that we needed to check?
[CUSTOMER][POSITIVE] Yeah, I'll do the max um for you guys.
[CUSTOMER][NEUTRAL] I think it's 3.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] See that first policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Of course, the first one shows 02543802.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] We have [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Perfect and then a reference for the.
[AGENT][NEUTRAL] A reference would be the same for all of them. Uh, that would be my first name, last initial, and today's date, and so my name is spelled [PII]
[CUSTOMER][NEUTRAL] This account.
[AGENT][NEUTRAL] Last initial is A.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty [PII] thank you alright [PII].
[CUSTOMER][POSITIVE] Alrighty and then I'm ready for the next one.
[AGENT][POSITIVE] OK, uh, yes, I'm ready when you are.
[CUSTOMER][NEUTRAL] 02258748.
[AGENT][NEUTRAL] OK and then uh the name and date of birth for this number please?
[CUSTOMER][NEUTRAL] We have [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. Uh, this policy is also active. Effective date was [PII], and this is the same kind of policy. It is a secondary medical, same as the other one.
[CUSTOMER][POSITIVE] Uh, perfect and then let me know when you're ready for the last.
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][NEUTRAL] You guys can only do 3 per call, right?
[AGENT][NEUTRAL] Uh, no, we don't technically have a limit.
[CUSTOMER][POSITIVE] OK, perfect, I think I have 5 total.
[AGENT][NEGATIVE] I don't believe we do.
[AGENT][POSITIVE] Sure, yeah, I could take all of those.
[CUSTOMER][NEUTRAL] I know sometimes with some, some, um some of them, some companies do have a limit I think it's like 3 but I think I have maybe.
[AGENT][NEUTRAL] Sure, yeah, no, I mean I've, I've never minded, so yeah, no, you're fine. I can go ahead and take that next policy number.
[CUSTOMER][POSITIVE] Awesome, so the actually looks like it's my last 11845887.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for this number, please?
[CUSTOMER][NEUTRAL] This one is [PII], [PII].
[AGENT][NEUTRAL] OK, so this one I'm showing it terminated [PII]. If you'll give me one moment I'll see if he might have an active policy, could just be a different policy number.
[CUSTOMER][NEUTRAL] He does. I have a 2nd policy number for you. Sorry, I don't know why they allocated both.
[AGENT][NEUTRAL] Yes, no, no, you're fine. No, that's OK. The active one, is that the 01337107?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, that is the one that I have.
[AGENT][NEUTRAL] Yes, OK, so that one is currently active, yes, and that one effect that effective date just picked up where that other left off, uh, [PII].
[CUSTOMER][POSITIVE] OK, and still current. All righty, perfect. And actually, I only had 3. I thought I had more, but this other um.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, sure, was there anything else I can help you with?
[CUSTOMER][POSITIVE] 606, it's with other companies. No, that'll be all here. Thanks so much for all of your help and your patience. You have a great day and stay safe.
[AGENT][POSITIVE] OK, yeah thanks for giving us a call you too thank you bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.