AccountId: 011433970860
ContactId: 3dec18e9-609a-4ef7-81e3-5a929b9699fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137440 ms
Total Talk Time (AGENT): 69920 ms
Total Talk Time (CUSTOMER): 55649 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/3dec18e9-609a-4ef7-81e3-5a929b9699fb_20250225T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to get eligibility for a patient.
[AGENT][NEUTRAL] OK, you're only needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Uh, no, the benefits are built through, um, billing department.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can help you with eligibility and who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Um, it is 02580929.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a long time.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that she is the subscriber on this limited benefit plan and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, alright, that is all.
[AGENT][NEUTRAL] And then if there's a way to make a note, [PII], that once we have processed the claim.
[AGENT][NEUTRAL] There we do have a portal that you all should be able to check claim status in and have access to our EOB.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And our website for that is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, well, you're welcome and can I help you with anything else today?
[CUSTOMER][NEUTRAL] No, that's it. Bye.
[AGENT][POSITIVE] OK, bye bye. Thank