AccountId: 011433970860
ContactId: 3b080431-a068-4711-81a5-dc0cd8a17279
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186029 ms
Total Talk Time (AGENT): 67469 ms
Total Talk Time (CUSTOMER): 52995 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/3b080431-a068-4711-81a5-dc0cd8a17279_20250530T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] Sure, I can help you with benefits.
[AGENT][NEUTRAL] Uh, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 1,369,950
[AGENT][NEUTRAL] Alright, give me just a moment while I look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Uh [PII] uh [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And what was the claim number or date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me just a moment while I look that up.
[AGENT][NEUTRAL] I'm not showing any claims for [PII].
[CUSTOMER][NEUTRAL] I'm, no, I'm sorry. I was calling to verify benefits if they're still active with you.
[AGENT][POSITIVE] Oh, I'm so sorry. I thought it was a claim. I apologize for that.
[AGENT][NEUTRAL] Um, it looks like this policy had an effective date of [PII]. It lapsed on [PII].
[AGENT][NEUTRAL] Let me see if they have a new.
[AGENT][NEUTRAL] OK, it looks like they don't have any active policies with us currently.
[CUSTOMER][NEUTRAL] I have another policy number just in case.
[CUSTOMER][NEUTRAL] Well, no, I think it's the same, it's uh 1,369,950 ML 7.
[AGENT][NEUTRAL] Uh, yes, the ML.
[CUSTOMER][NEUTRAL] And then I have a an an 8.
[AGENT][NEUTRAL] Oh, the ML part is just saying that it's a Medlink policy, which is secondary gap, um, but that policy lapsed in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your time. Have a great day.
[AGENT][POSITIVE] OK, thank you for calling APL Loy. If there's nothing else, uh, I can help you with, have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.