AccountId: 011433970860
ContactId: 4b12377a-4453-4c52-877f-966cacc4256e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168729 ms
Total Talk Time (AGENT): 72210 ms
Total Talk Time (CUSTOMER): 45266 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/4b12377a-4453-4c52-877f-966cacc4256e_20250522T13:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office, uh, looking for the eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and benefits for member, is that correct?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] Yeah. Uh, the policy is 1372041 M as in Mary, L as in Lima 7.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, and then, any information that is provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and date of birth is [PII]. And also I need the information, uh, whether this insurance is acting primary or secondary from the patient side.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, so he had been the, uh, dependent on this policy, but this policy is no longer active.
[AGENT][NEUTRAL] This policy was active from [PII].
[AGENT][NEUTRAL] To its term date of [PII].
[AGENT][NEUTRAL] And currently there is no other active policy with APL.
[CUSTOMER][NEUTRAL] OK. Uh, can you please spell your name once?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEGATIVE] That is not right, no. [PII]
[CUSTOMER][NEGATIVE] That is not right, no.
[CUSTOMER][NEUTRAL] Yeah, uh, yes.
[AGENT][NEUTRAL] And you will use my name along with today's date as your call reference number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK. Thank you, thank you for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're very welcome. And if that is all that I can help you with, thank you again for calling APL and I do hope that you have a nice day as well.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.