AccountId: 011433970860
ContactId: 4252532a-0671-4806-8f1e-c3fee4131024
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131020 ms
Total Talk Time (AGENT): 57487 ms
Total Talk Time (CUSTOMER): 25899 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4252532a-0671-4806-8f1e-c3fee4131024_20250210T13:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I need to check eligibility for a patient.
[AGENT][NEUTRAL] OK, so you're only needing eligibility and not benefits. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] 02337056
[AGENT][NEUTRAL] OK, thank you. One moment.
[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] OK.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show that he is the subscriber on the supplemental policy and it is active [PII] with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you all will be filing a claim with APL on this policy, we must also have to excuse me, we must also have a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have
[CUSTOMER][NEUTRAL] Hello?