AccountId: 011433970860
ContactId: 51eb5121-2415-47a8-be82-862c0d284e81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98529 ms
Total Talk Time (AGENT): 40482 ms
Total Talk Time (CUSTOMER): 46198 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/51eb5121-2415-47a8-be82-862c0d284e81_20250314T21:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. 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 the BJC Primary Care Group, calling to verify benefits for one eligibility, I'm sorry, for one of our patients.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and Ms. [PII], may I have a good contact number in case we disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII] and that's direct.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02134927.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII]. All right, thank you. Now, do you have that she has, we had that she, uh, we have that she has United Healthcare as well. Do you have that information or no?
[AGENT][NEUTRAL] Let me see, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, this this policy is second to the United Healthcare policy.
[CUSTOMER][POSITIVE] OK, I appreciate that information.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.