AccountId: 011433970860
ContactId: 499113a1-dae1-4e48-8e96-e156b7dfa883
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235029 ms
Total Talk Time (AGENT): 86561 ms
Total Talk Time (CUSTOMER): 83716 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/499113a1-dae1-4e48-8e96-e156b7dfa883_20250604T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII]. And uh I didn't get your name and your name. Is it [PII]?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. No problem. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02595965 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK. Thank you, [PII] and just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh, no, I don't need any benefits. Thank you so much. And could you please provide me with the group number or group ID used for billing purposes?
[AGENT][NEUTRAL] Um, yes, the group number is 263-30.
[CUSTOMER][POSITIVE] 263-30. Thank you so much for that.
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] And uh ma'am, it's a gap policy, right?
[AGENT][NEUTRAL] Yes, it's a gap insurance policy.
[CUSTOMER][NEUTRAL] And I do have one last question. Uh, may I know whether the member [PII] is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] She's a subscriber.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation, Evi. And the thing is, I do have one more member to check for eligibility as well. Could you please also help me with that number?
[AGENT][NEUTRAL] Yes, one moment, please.
[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] OK, I'm ready for the next policy number.
[CUSTOMER][NEUTRAL] It's 01
[CUSTOMER][NEUTRAL] 672-566 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you, verification of coverage does not guarantee payment of claims. The effective date on this policy was January.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, I'm sorry. Let's see.
[AGENT][NEUTRAL] It was [PII]. Um, the policy is still active.
[AGENT][NEUTRAL] And do you also need the group number? OK. The group number is 23038.
[CUSTOMER][NEUTRAL] And the group number, please?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Thank you, and it is also a gap policy, right?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] And may I know whether the member is a subscriber or a dependent?
[AGENT][NEUTRAL] She's the subscriber.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh that's all for today. Have a great day and stay safe.
[AGENT][POSITIVE] OK. Well, any since there isn't anything else I can assist you with, I thank you for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you and you too. Bye.
[AGENT][POSITIVE] Mm, thank you.