AccountId: 011433970860
ContactId: 51273624-019e-4e30-b1cd-091132696a32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115480 ms
Total Talk Time (AGENT): 45665 ms
Total Talk Time (CUSTOMER): 52569 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/51273624-019e-4e30-b1cd-091132696a32_20250428T13:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Lehigh Valley Neurology, and I'm calling to verify benefits for a patient, verify eligibility for a patient. I'm sorry.
[AGENT][NEUTRAL] OK. Well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, and then the policy number?
[CUSTOMER][NEUTRAL] Where am I at here? 02463192.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is [PII]. Last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she is, yes. OK. Now, is this your primary insurance?
[AGENT][NEUTRAL] No, this is a secondary insurance. Our policy is 2nd um to United Healthcare.
[CUSTOMER][NEUTRAL] Secondary
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because they have it as their first one, so let me switch that around.
[CUSTOMER][NEUTRAL] There we go, OK.
[CUSTOMER][POSITIVE] Alright, awesome thank you so much for your time [PII] is there a reference number for this call?
[AGENT][POSITIVE] You're very welcome, [PII].
[AGENT][NEUTRAL] Um, no reference number, but you can use my name in today's date. Um, first initial and my last name is [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist with?
[CUSTOMER][POSITIVE] That's it for today. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.