AccountId: 011433970860
ContactId: 4b1fa10f-b1a5-4816-ba60-226d022f1717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273899 ms
Total Talk Time (AGENT): 117937 ms
Total Talk Time (CUSTOMER): 66893 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/4b1fa10f-b1a5-4816-ba60-226d022f1717_20250404T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling AP. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Thank you. And
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] Yes, ma'am, I can.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK. And what is your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you, [PII]. My name is [PII]. I'm calling from Paist Hospital. I need to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and benefits for one member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 1562932 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK thank you one moment [PII] while I get the member's information pulled up please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and you did say the policy number is 1562932. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ML8.
[AGENT][NEUTRAL] OK, thank you for verifying that information and any information that I provide for you would be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] What is your patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Now, she had been a subscriber on this policy, but [PII], this policy was active from [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] She does not have an active policy at this time with APO.
[CUSTOMER][NEUTRAL] OK, I have another number. I don't know if you can check this one. I can give you the number, maybe.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is it also for her?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, she's had multiple policies with APL. The most recent policy that she has, uh, termed with us [PII], and that's policy number 2062073.
[AGENT][NEUTRAL] And it was active from [PII], and she had not had any other coverage since that time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. Uh, OK, um.
[CUSTOMER][NEUTRAL] Uh, do you have any number over there, 01755111?
[AGENT][NEUTRAL] 1755111. Is that correct?
[CUSTOMER][NEUTRAL] Uh-huh. Yeah.
[AGENT][NEUTRAL] That policy was active from [PII].
[CUSTOMER][NEUTRAL] 12, I'm sorry.
[AGENT][NEUTRAL] It turned 12-1-2020.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. It would be my name along with.
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much and have a good day.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. OK, [PII], well, I hope you do too. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] Alright, well thank you again for calling APO and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][POSITIVE] Thank you.