AccountId: 011433970860
ContactId: 40d62ac3-6dae-4500-be53-6e6e2bb27e2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163720 ms
Total Talk Time (AGENT): 77572 ms
Total Talk Time (CUSTOMER): 33365 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/40d62ac3-6dae-4500-be53-6e6e2bb27e2c_20250609T19:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, I'm calling to verify eligibility for one of our patients.
[AGENT][NEUTRAL] OK, you're just needing eligibility and you do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that, and who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] You did say [PII], is that correct?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Oh, [PII]. OK, thank you. And [PII], what is the I understood you just say [PII], so I'm sorry. And what is your callback number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No it's OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] It is 606-7887.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And any information [PII] that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It is going to be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I do show that he is the spouse of the subscriber on this general policy, [PII], and it is active with an effective date of [PII].
[AGENT][NEUTRAL] If you all do end up filing a claim for Mr. [PII] with us once the claim has been processed, we do have a portal in which you should be able to check his claim status in and the website that you would go to for that is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. Well, is there anything else, [PII], that I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that would be all for today.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] And thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.