AccountId: 011433970860
ContactId: 350a3b01-0998-4961-84f1-6242d1a9e36e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272420 ms
Total Talk Time (AGENT): 95589 ms
Total Talk Time (CUSTOMER): 79857 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/350a3b01-0998-4961-84f1-6242d1a9e36e_20250606T14:19_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] Yeah, hi. My name is [PII]. And my last initial name is [PII]. Actually, I'm calling from provider office to check on uh eligibility and benefit verification status. So could you please help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you said that your name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes, [PII]
[AGENT][NEUTRAL] OK, and you're needing eligibility and benefits on a member [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Uh, it's gonna [PII].
[CUSTOMER][NEUTRAL] [PII]. So direct line, no extension.
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] OK. Uh, it's gonna 02243830 M as in Mike.
[CUSTOMER][NEUTRAL] I as in India, 8.
[AGENT][NEUTRAL] OK. So that after the M, that should be an L.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Instead of an I.
[AGENT][NEUTRAL] And any
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] And any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is uh [PII].
[AGENT][NEUTRAL] I'm sorry, what was the date of birth again?
[CUSTOMER][NEUTRAL] Just.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] OK, so I do show that he had been on the policy, but he, he is no longer on the policy.
[AGENT][NEUTRAL] Give me just one moment and I'll provide you the termination date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So his coverage was effective from [PII].
[AGENT][NEUTRAL] And it turned
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK, so you mean it's already done, am I right?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] This member is no longer on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me just check once, OK? Give me one moment only.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you so much for your patience. So, so as you, as you can see, as you can see the uh the policy is in active currently, am I right?
[AGENT][NEUTRAL] For this member.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Got it, sir. Thank you so much. So could you please provide me the call reference number for this one?
[AGENT][NEUTRAL] Yes, sir. It would be my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] And uh how to spell your good name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and today's date, Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. Well, you're very welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, I'm
[CUSTOMER][POSITIVE] Uh uh, no, thank you, thank you so much.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you again for calling APL. I hope you have a nice weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.