AccountId: 011433970860
ContactId: 4c9b25d3-95b6-47df-a7de-5205be2b925a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185460 ms
Total Talk Time (AGENT): 118191 ms
Total Talk Time (CUSTOMER): 56300 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/4c9b25d3-95b6-47df-a7de-5205be2b925a_20250127T18:12_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] Yes ma'am, I'm calling to try to check eligibility of a patient that we had.
[AGENT][NEUTRAL] OK, you're just needing to verify if the policy is active or not. You do not need benefit information. Yes, ma'am, I can help you.
[CUSTOMER][NEUTRAL] Yes ma'am, no ma'am, I.
[AGENT][NEUTRAL] Oh, I'm sorry, go ahead with what you're saying. I didn't mean to overspeak you. It is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's kind of going back and forth.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Uh, OK, so who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII]. Sorry about that.
[AGENT][NEUTRAL] That's OK. And what is the member's policy number?
[CUSTOMER][NEUTRAL] It is D as in dog 43730573.
[AGENT][NEUTRAL] OK, thank you, but Stormy, that is not a policy number for uh my company for APL that would indicate that's a 90 degree benefit plan. Some of those members also have policies with APL. Do you happen to have the full social of the subscribers, so before I transfer you to.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 90 degree benefits and then they have to transfer you back.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK. What is that number?
[CUSTOMER][NEUTRAL] And you said the social security number?
[AGENT][NEUTRAL] Yes ma'am for the primary policy holder, the subscriber.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so I'll double check to make sure they don't also have coverage with us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this, was this for a medical?
[CUSTOMER][NEUTRAL] It was for an emergency room visit on the [PII] of this month.
[AGENT][NEUTRAL] OK, so any information that I provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, he did have a hospital indemnity limited benefit plan with us, um, stormy. However, this policy is no longer active. It had an effective date of [PII].
[AGENT][NEUTRAL] And this plan termed on [PII].
[AGENT][NEUTRAL] And he has not had any other active coverage with us since then.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII] is there a reference number?
[AGENT][NEUTRAL] Now you.
[AGENT][POSITIVE] Yes ma'am, you would actually just use my name along with today's date.
[AGENT][NEUTRAL] As your call reference number, mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you so much [PII] you have a great rest of your day.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] Yes ma'am. Well you too and that that's all then that I can help you with. Thank you again for calling APL.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Oh, you're welcome. Bye bye.