AccountId: 011433970860
ContactId: 44763577-20d6-4b9c-a782-2fbc596c58f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150389 ms
Total Talk Time (AGENT): 79919 ms
Total Talk Time (CUSTOMER): 48116 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/44763577-20d6-4b9c-a782-2fbc596c58f2_20250311T13:29_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] Yes, good morning, [PII]. My name is [PII]. I'm calling from the provider's office. I need to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK, [PII], you're needing benefits only or do you also need eligibility?
[CUSTOMER][POSITIVE] Just benefits.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 01723507 ML8
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, is this for a future data service that you're needing benefit information on?
[CUSTOMER][NEUTRAL] Um, yes, it's for [PII].
[AGENT][NEUTRAL] OK. So he, he was the subscriber on this policy. Now, the policy number you provided for me, it is no longer active. It was active from [PII] to [PII].
[AGENT][NEUTRAL] And he has had other coverage, Cassandra, since then, but the most uh recent policy that he had did turn 11-2024 and he does not have any other active coverage with APL at this time.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, perfect. No, not a problem, [PII]. um, if I can just have a reference number, please?
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all for today.
[AGENT][POSITIVE] OK, well then thank you for calling APL and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.