AccountId: 011433970860
ContactId: 4361d43c-1296-4fc7-a5a5-aadc3abb6534
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140020 ms
Total Talk Time (AGENT): 66745 ms
Total Talk Time (CUSTOMER): 48221 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4361d43c-1296-4fc7-a5a5-aadc3abb6534_20250324T20:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Last name and initial, um, [PII]. I'm calling on behalf of a patient to see her eligibility status.
[AGENT][NEUTRAL] OK, [PII], you're only needing the eligibility for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is uh the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It is gonna be 13.
[CUSTOMER][NEUTRAL] Oh wait a minute, um, well I have 2.
[CUSTOMER][NEUTRAL] OK, so it's not hospital, so it's gonna be 1397452 ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and any information that I do provide for you will be a verification of benefits and not a guar.
[AGENT][NEUTRAL] And of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, this particular policy number that you provided me is an old policy number that's no longer active. This policy was active from [PII], and she does not have another policy with a PO that's active beyond that point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect so it's inactive.
[AGENT][POSITIVE] Alright, that is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty thank you so much. Can I just have a reference number?
[AGENT][NEUTRAL] Well, you are so.
[AGENT][POSITIVE] Yes, you would use my name that I gave.
[AGENT][NEUTRAL] A you along with today's state and the first initial last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] OK. Well, you're very welcome. So again, if that is all I can help you with, thank you for calling APL Cina, and I hope you have a nice evening.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.