AccountId: 011433970860
ContactId: 4820b0fc-f327-4c37-9b4d-918743a61b14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403429 ms
Total Talk Time (AGENT): 116534 ms
Total Talk Time (CUSTOMER): 128411 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/4820b0fc-f327-4c37-9b4d-918743a61b14_20250625T19:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, uh, this is [PII].
[CUSTOMER][NEUTRAL] Calling I'm calling to verify your eligibility.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure. That will be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, no, I don't have a voice number.
[AGENT][NEUTRAL] Yeah, the social security number.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah, let me check that.
[CUSTOMER][NEUTRAL] Oh, I do have the policy number. So, let me do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That will be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] Mary. L as in Lima. 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That is um [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And were you needing claim status or benefits?
[CUSTOMER][NEUTRAL] I just want to check benefits.
[CUSTOMER][NEUTRAL] And eligibility.
[AGENT][NEUTRAL] OK. Hold on one moment, I can help you with that.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, that policy number you gave me canceled 8123.
[AGENT][NEUTRAL] They did have another policy.
[AGENT][NEUTRAL] And that is 02370183.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And that canceled [PII], they do not have any active coverage with us.
[CUSTOMER][NEUTRAL] Alright, give me one moment.
[CUSTOMER][NEUTRAL] Um, can you check and give me the starting date of the
[CUSTOMER][NEUTRAL] Two policies that have been already terminated.
[AGENT][NEUTRAL] OK, the newest policy number I just gave you, the effective date was [PII].
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] And the old policy number was effective [PII] to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much for that.
[CUSTOMER][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] And what was the patient's plan type was the HMO?
[AGENT][NEUTRAL] No, it's a gap policy.
[CUSTOMER][NEUTRAL] I'm sorry, would you please repeat that?
[AGENT][NEUTRAL] It is a gap policy.
[CUSTOMER][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Um, I have a date of service for the patient, so can you please, uh, check in.
[CUSTOMER][NEUTRAL] Verify me the current insurance name?
[CUSTOMER][POSITIVE] I can give you detail of service.
[AGENT][NEUTRAL] What data services were you calling about?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] I'm not sure what other coverage they have. They do not have any coverage with us, so I'm not sure you would have to ask the patient.
[CUSTOMER][NEUTRAL] All right. So you don't have any other insurance information regarding the patient, right?
[AGENT][NEUTRAL] No, they only have those two policies that I gave you.
[CUSTOMER][NEUTRAL] Mhm. Alright, give me one moment.
[CUSTOMER][NEUTRAL] Um, can you confirm your claim's mailing address and also the CPID?
[AGENT][NEUTRAL] The claim's mailing address, it's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. And can I also have the CPID?
[AGENT][NEUTRAL] What is that? I'm not understanding what that is.
[CUSTOMER][NEUTRAL] All right, and can I have the
[CUSTOMER][NEUTRAL] Pay electronic pay ID there?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you so much for that information. That's all I need. So can I have a reference number?
[AGENT][POSITIVE] Thank you, [PII], for calling APL.
[AGENT][NEUTRAL] We do not have call reference numbers and use my name in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, and can I get your name again one more time?
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. Have a great rest of your day. Bye-bye for now.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well. Bye-bye.