AccountId: 011433970860
ContactId: 3ba1f9ae-15f2-44cb-94b7-d6f29b51be46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132300 ms
Total Talk Time (AGENT): 55067 ms
Total Talk Time (CUSTOMER): 50078 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/3ba1f9ae-15f2-44cb-94b7-d6f29b51be46_20250224T20:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I need to, um, check to see if a patient is still active.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 50,010.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Does that, does it say group number or policy er number?
[CUSTOMER][NEUTRAL] Um, that's group number. Let me see if I have anything else. I mean, that's what's in the computer. I don't, that's not really.
[AGENT][NEUTRAL] Oh it's OK.
[AGENT][NEUTRAL] Oh yeah, that's not pulling up one of our groups.
[CUSTOMER][NEUTRAL] What what was probably given good to us. Let's see what else I have, um.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Or if you have a copy of the ID card, I can show you how to look for it.
[CUSTOMER][NEUTRAL] And I don't, um, so let me try this number. What what about a 108-067-3 does that look like anything?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it
[AGENT][NEUTRAL] [PII], yeah, it does.
[AGENT][NEUTRAL] And what's the member's first and last name?
[CUSTOMER][NEUTRAL] Um, do you want the patient or the subscriber?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] The patient is fine, first and last name and date of birth.
[CUSTOMER][NEUTRAL] OK, um, [PII] [PII].
[AGENT][NEUTRAL] Alright, and thank you for verifying his information and all the information provided is a verification of benefits, not a guarantee of payment. So the policy, that is the policy number, um, and the policy has been active since [PII].
[CUSTOMER][POSITIVE] OK, all right, thank you very much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thanks for calling AP have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.