AccountId: 011433970860
ContactId: 521af0c6-2318-4ee4-a290-7fbe2a09314f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299190 ms
Total Talk Time (AGENT): 95351 ms
Total Talk Time (CUSTOMER): 133500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/521af0c6-2318-4ee4-a290-7fbe2a09314f_20250207T21:22_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 provider's office regarding member eligibility.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility, [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Sure. The contact number will be [PII] with [PII] [PII]. And the policy number will be 019.
[CUSTOMER][NEUTRAL] 86529. M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] My first name is [PII] and the last name is [PII], it's [PII] with the date of birth as [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is the verification of benefits, not a guarantee of payment. And um hold on one moment, let me see.
[AGENT][NEUTRAL] And this policy is no longer active. It was effective from [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] Yes, so for the confirmation, the plan affected is
[CUSTOMER][NEUTRAL] [PII] and [PII], right? So [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you so much for this. And [PII], is there a reference number for our call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. Um, the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. And the thing is, I do have 2 more to check for eligibility. Could you please also help me with them?
[AGENT][NEUTRAL] OK, what are the other two policy numbers?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] OK for the next policy number.
[CUSTOMER][NEUTRAL] I have the policy number as 01452808 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] My first name is
[CUSTOMER][NEUTRAL] Uh, one moment. OK, my first name is [PII] and the last name is [PII] with the date of birth as [PII].
[AGENT][POSITIVE] Thank you for that, and I am showing that this policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] And there, there is no domination date, right?
[AGENT][NEUTRAL] Correct, it's not terminated.
[CUSTOMER][NEUTRAL] And could you please provide me with the member's group number or group ID?
[AGENT][NEUTRAL] The group number is 18005.
[CUSTOMER][POSITIVE] Thank you. And in this plan, there is no deductibles, right?
[AGENT][NEUTRAL] Um, let me see if this policy has one.
[AGENT][NEUTRAL] No, this policy doesn't have a um deductible.
[CUSTOMER][NEUTRAL] Thank you for that. And for the confirmation, the member [PII] is the primary subscriber of the plan, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh one moment, let me get the next member's details.
[CUSTOMER][NEUTRAL] OK. Shall I provide the next member's ID number?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, for the next number, I have the ID number as 01770426 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member full name is [PII]. With the date of birth for the member as a
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And again, just for the call, the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing this policy is no longer active. It was, it was um active from [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you so much for that.
[CUSTOMER][POSITIVE] And uh that's all for today. Have a great day and stay safe.
[AGENT][POSITIVE] Alright, you also. Well, thanks for calling APL Lin. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] You're welcome. Thank you, bye bye.