AccountId: 011433970860
ContactId: 44b9a907-ecd2-403a-9bac-10f7b9e52ca6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358540 ms
Total Talk Time (AGENT): 118958 ms
Total Talk Time (CUSTOMER): 156959 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/44b9a907-ecd2-403a-9bac-10f7b9e52ca6_20250311T12:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] calling from Providers line. So I'm just looking at the status of the benefits and eligibility for patients. So could you please help me with that?
[AGENT][NEUTRAL] Sure, I can help you with the benefits and eligibility, and may I have a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Yes, oh, I have my call back number. Excuse me, I'm sorry.
[AGENT][POSITIVE] Oh, take your time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's going to be [PII] and my extension is going to be [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for that. And can you verify the or provide the member's policy number?
[CUSTOMER][NEUTRAL] Yes. Uh, it's going to be 15436.
[AGENT][NEUTRAL] 15436. Is that the group number or the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's the policy number I have with me. So if you don't mind, can you please verify with the patient's first name and last name with the date of birth? Because the insurance card shows that.
[AGENT][NEUTRAL] You have the insurance card?
[CUSTOMER][NEUTRAL] Yes, uh, give me one second.
[AGENT][NEUTRAL] On the insurance card, do you see inhospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Let me double check and I'll be with me one second.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um, it's going to be 001004845.
[AGENT][NEUTRAL] It was 001 004845?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The first name is going to be [PII] and the last name is spelling to be [PII].
[AGENT][NEUTRAL] OK, hold on one moment because that brought up a different, that policy number brings up a different number. So wait, so just for the for my question, so you do have the ID card there or no?
[CUSTOMER][NEUTRAL] Yes, I have with me, so that's the only I have talked.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Hold on, on the ID card to the top left, do you see where it says APL?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] On the top left of the card, do you see where it says APL?
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you see APL anywhere on the card?
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second, one second. Let me check.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, there is no APO and it's simply.
[AGENT][NEUTRAL] OK, um, on the back of the card for the, um, customer service number, what phone number do you have?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, it does [PII]. I think it's a different number it was dialed.
[AGENT][NEUTRAL] Yeah, I don't think it's meant for APL, but can you spell the last name for me? I can try to search with the last name again.
[CUSTOMER][POSITIVE] Thank you. [PII]
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you said the first name was [PII]?
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the last policy that they had active with us was policy number 183.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] 2260.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] But this policy is no longer active. It was effective from [PII], and there's no other active policies with APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Thank you, [PII]. So, could you please tell me your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII]. That's it. Can I get the call reference number?
[AGENT][NEUTRAL] Sure, there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you and have a great day. Thank you so much for your time. Bye now.
[AGENT][POSITIVE] You're welcome, OK, and thanks for calling IPO. Bye bye.
[CUSTOMER][POSITIVE] Thank you.