AccountId: 011433970860
ContactId: 34a259a9-04e4-4799-9a13-1673df9c0bc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129720 ms
Total Talk Time (AGENT): 41968 ms
Total Talk Time (CUSTOMER): 50487 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/34a259a9-04e4-4799-9a13-1673df9c0bc6_20250203T15:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a facility. I need to advise the entire call will be monitored and recorded for quality and compliance purposes. I'm just calling to verify um eligibility for a member.
[AGENT][NEUTRAL] OK. Do you have a callback number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, it's 1457218.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Um, um, yeah, just calling to verify the policy is active and then, um, if you guys do you keep a coordination of benefits on file for them or?
[AGENT][NEUTRAL] OK, I can help you with that. Um, we just coordinate the benefits when the claims come in. They normally send the explanation of benefits with it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you guys just pay secondary?
[AGENT][NEUTRAL] Yes, this is just a secondary policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy is active, correct?
[AGENT][NEUTRAL] It is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Do you happen to have a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help, [PII] you have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye-bye.