AccountId: 011433970860
ContactId: 369b5bce-71e4-4fee-8dbe-ca236abcc808
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125860 ms
Total Talk Time (AGENT): 54025 ms
Total Talk Time (CUSTOMER): 47700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/369b5bce-71e4-4fee-8dbe-ca236abcc808_20250305T15:23_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to verify a patient's insurance.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Telephone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have um 02565039.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth [PII], but I'm calling to verify coverage on a dependent.
[AGENT][NEUTRAL] OK, and the dependent's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, date of birth [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and let's see, we're gonna send this to APL. What is, um, I've got a [PII]. I just need the city, state, and zip code.
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] And do you have a group number for that policy?
[AGENT][NEUTRAL] Um, so the group number is, hold on one moment.
[AGENT][NEUTRAL] 70077.
[CUSTOMER][NEUTRAL] And a payer ID.
[AGENT][NEUTRAL] And the pay ID is 60801.
[CUSTOMER][POSITIVE] Alright, that's all I needed. I thank you so much.
[AGENT][POSITIVE] You're very welcome. Well thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're very welcome. Bye-bye.