AccountId: 011433970860
ContactId: 40f7b497-8065-4a05-bc9b-03d1df762131
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202360 ms
Total Talk Time (AGENT): 64650 ms
Total Talk Time (CUSTOMER): 66255 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/40f7b497-8065-4a05-bc9b-03d1df762131_20250130T19:42_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] Hi, [PII]. My name is [PII]. I'm calling from the provider's office to check the patient's medical eligibility. Could you please help me with that?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the eligibility. And hey, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][POSITIVE] Yes yes.
[CUSTOMER][NEUTRAL] [PII] and it is a direct line.
[CUSTOMER][NEUTRAL] And may I know your last name first initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Do you need the member ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it is 00750501.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] The member's first name is [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, could you please verify, as of today, the member's effective date is [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Man is a plant type.
[AGENT][NEUTRAL] This is a hospital indemnity policy.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] This is a hos the plan type is hospital indemnity.
[CUSTOMER][NEUTRAL] OK, it is a hospital, OK. Uh, could you please verify the plan type it is indemnity plan, right?
[AGENT][NEUTRAL] Yes, Hospital indemnity.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, could you please verify the numbers effective that it is uh 21-2010 and the plan type it is indemnity plan, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I know the group number?
[AGENT][NEUTRAL] 983 7.
[CUSTOMER][NEUTRAL] It is just 983 7, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] My pay.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] May I know the claim's mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK. Your name on today's date as a call reference, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you, thanks for your help. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're also and thanks for calling APL. Bye-bye.