AccountId: 011433970860
ContactId: 42e1a571-60ff-493b-a5f6-cbdb2cee5562
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494600 ms
Total Talk Time (AGENT): 158826 ms
Total Talk Time (CUSTOMER): 85257 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/42e1a571-60ff-493b-a5f6-cbdb2cee5562_20250211T16:31_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] Um, hi, [PII]. I just wanted to
[CUSTOMER][POSITIVE] Um, get eligibility and benefits for this plan.
[AGENT][NEUTRAL] OK, so you're needing eligibility and benefits for a member, is that correct?
[CUSTOMER][POSITIVE] Yes, I'm a provider, correct.
[AGENT][NEUTRAL] Yes, I
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Oh, I'm sorry, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and your call back number Rea?
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 019759114 Lima 8.
[AGENT][NEUTRAL] OK, thank you. One moment while I, I get the member's information pulled up please, [PII].
[AGENT][NEUTRAL] And that any information that is provided today would be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I, can you hold on for just one moment for me, please?
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Hello. I'm so sorry about that. I was having trouble with one of my screens, so thank you very much for holding. So if you could please verify your patient's name and date of birth for me again?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, let me make sure. OK. OK, so this did not pull up that number. One moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so there's something off on the policy number. I don't know if I misheard you. Could you please give me the member's ID number again?
[CUSTOMER][NEUTRAL] 019759114 Lima 8.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so something is off with that number. Do you have a copy of the ID card, Risa?
[CUSTOMER][NEUTRAL] No, no. Uh, sorry, hold on.
[AGENT][NEGATIVE] Because that's not a valid number.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh-huh, sure.
[CUSTOMER][NEUTRAL] In front of the card there's in hospitals benefit certificate number and outpatient. What I provided to you is the outpatient benefit certificate number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. And what you gave me, you said was 019759114 and that's too many numbers.
[CUSTOMER][NEUTRAL] Uh, it's only 5914 ML 8.
[AGENT][NEUTRAL] OK, so you had given me two ones. So it's just the one.
[CUSTOMER][NEUTRAL] 2119.
[AGENT][NEUTRAL] Yes, you had given me 114.
[AGENT][NEUTRAL] Instead of just 14 prior to the ML.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you want me to repeat it again?
[AGENT][NEUTRAL] No, ma'am. I just need to make sure you have the correct policy number because the 21s should not be in that policy number.
[CUSTOMER][NEUTRAL] OK, OK. Got it.
[AGENT][NEUTRAL] OK, and again, any information provided is a verification of benefits and not a guarantee of payment. So what again was your patient? I got, I have the name, but if you could verify the date of birth one more time for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So now this member on this policy, this policy is no longer active [PII], and he does not currently have an active policy with us. This policy was active from [PII].
[AGENT][NEUTRAL] To its term date of [PII], and again there is no other coverage with us at this time beyond that termination date.
[CUSTOMER][NEUTRAL] Uh, all right, that will be.
[AGENT][NEUTRAL] OK, well, is there anything else I can help you with? Yes, ma'am. Uh-huh. And you would use my name along with today's date, [PII] as your call reference number.
[CUSTOMER][NEUTRAL] 30.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] OK, OK. Thank you. That's, that's it.
[AGENT][POSITIVE] You're welcome. OK, well then, thank you again for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Uh-huh. Bye-bye.