AccountId: 011433970860
ContactId: 4539d65a-e01d-4f61-9e91-78beb07baafe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186720 ms
Total Talk Time (AGENT): 107996 ms
Total Talk Time (CUSTOMER): 49658 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/4539d65a-e01d-4f61-9e91-78beb07baafe_20250102T13:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes. Good morning. My name is [PII]. Last name initial [PII]
[CUSTOMER][NEUTRAL] And I'm calling from [PII]. I need eligibility date for 2 members.
[AGENT][POSITIVE] Alrighty, [PII], I'll be glad to help you go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] My first one would be 017.
[CUSTOMER][NEUTRAL] 5, I mean, 40,490.
[AGENT][POSITIVE] Alrighty, [PII]. Thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, ma'am. [PII], thank you so much for that information and what's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, thank you so much for that information. [PII], looks like, excuse me, [PII] is the insured on this medical supplemental plan.
[AGENT][NEUTRAL] Excuse me, [PII].
[AGENT][NEUTRAL] Uh, original effective date is [PII]. This policy is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you were checking to make sure this patient was active. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] Yes, ma'am, patient is active and is there any benefits you need or just check and see if they're active.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Just to see if they're active, yeah.
[AGENT][NEUTRAL] OK, well, go ahead, [PII] in with your next policy number.
[CUSTOMER][NEUTRAL] It is 023.
[CUSTOMER][NEUTRAL] 527.
[CUSTOMER][NEUTRAL] 17.
[AGENT][NEUTRAL] Oh, come, let's see, get that pulled up right quick.
[AGENT][NEUTRAL] And your patient's name and date of birth on this one.
[CUSTOMER][NEUTRAL] It's [PII], and it's [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. Now it looks like uh [PII] is the insured on this medical supplemental plan. I do show the original effective date is [PII]. Patient is still current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim. The patient is active as of today.
[CUSTOMER][POSITIVE] OK, perfect. And can I get the spelling of your name, please?
[AGENT][NEUTRAL] Yes, ma'am. My name is spelled [PII] Is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Yes, like, say thank you so much. That's all I needed. Have a wonderful day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You as well, [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Just me.