AccountId: 011433970860
ContactId: 471582f5-f8d5-4185-a69e-355408957007
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223559 ms
Total Talk Time (AGENT): 106653 ms
Total Talk Time (CUSTOMER): 51735 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/471582f5-f8d5-4185-a69e-355408957007_20250303T19:31_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] Hi, good afternoon, [PII]. My name is [PII], and I'm calling to verify a member's coverage.
[AGENT][NEUTRAL] OK, [PII], are you needing eligibility and benefits?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 02405973.
[AGENT][NEUTRAL] OK. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is OK.
[AGENT][NEUTRAL] Are you calling, what type of eligibility are you needing to verify? Medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, any information that I do provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] OK. It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, maybe I'm mishearing the policy number. Give me just a moment.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] OK. Did you say 002405973? Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and any information [PII] that I do provide for you will be a verification of benefits and not a guarantee of payment. Um, would you just re-verify her date of birth for me please one more time.
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] I have, uh, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so she had been the subscriber on the supplemental policy, but this policy is no longer active, [PII], this policy actually termed as of 10-12024, and there is no other policy that is active. It was this one was active.
[AGENT][NEUTRAL] From 10-120 23 [PII] 10-120 24.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um if you, you don't see any other uh policy under um Ms. [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, ma'am. She does not have any other active coverage with us beyond that point as of now.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you so much for that information.
[AGENT][POSITIVE] OK. Well, you're welcome. Can I help you with anything else?
[CUSTOMER][NEUTRAL] Yes, before I do let you go, may I please have a call reference number for today?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help, [PII].
[AGENT][POSITIVE] Well, you're welcome, [PII]. It was my pleasure and thank you again for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.