AccountId: 011433970860
ContactId: 3c903354-c18a-4e4d-b4c7-3bc1ad11bd09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160339 ms
Total Talk Time (AGENT): 63782 ms
Total Talk Time (CUSTOMER): 59273 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/3c903354-c18a-4e4d-b4c7-3bc1ad11bd09_20250411T12:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um yes, I was calling to verify eligibility for a patient.
[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] Um, it's [PII], and the phone number is [PII].
[AGENT][NEUTRAL] Thank you for that and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, uh, let me see, the policy, um, showing because I still, I have two different ones. One of them, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is 194-7648.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I I have a 0. I think it's 019447648.
[AGENT][NEUTRAL] And what's the member's first and last name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK, so that's the correct policy number. And can you verify [PII]'s date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK, and this is a supplement or secondary policy?
[AGENT][NEUTRAL] Yes, this is the secondary um supplemental gap insurance policy. We pay towards the copay, deductible and co-insurance of coverage charges after Florida Blue.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And is the 0 with it or without the 0?
[AGENT][NEUTRAL] Oh, it doesn't matter. If you, if you add it, it's fine, it's not, it, it, it went through fine.
[CUSTOMER][NEGATIVE] It doesn't.
[CUSTOMER][POSITIVE] It's will. OK, OK, alright, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And do you provide a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. First initial to my last name is [PII] like [PII].
[CUSTOMER][NEUTRAL] And you said [PII] is your first name?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, thank you [PII].
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well, thanks so much for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Alright you as well.
[AGENT][POSITIVE] Thank you, bye bye.