AccountId: 011433970860
ContactId: 52413727-ecbe-47cf-81b5-dc853d8940be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195809 ms
Total Talk Time (AGENT): 78262 ms
Total Talk Time (CUSTOMER): 67655 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/52413727-ecbe-47cf-81b5-dc853d8940be_20250113T14:57_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. I'm calling from provider's office to check on the patient medical eligibility status.
[AGENT][NEUTRAL] OK, you're needing eligibility only and not benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And I'm so sorry, did you say your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, OK, I can help you with this, [PII], and what is your callback number, please?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII] and with extension [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Yeah, the policy number is going to be 01.
[CUSTOMER][NEUTRAL] 81
[CUSTOMER][NEUTRAL] 684-3 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is uh [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I do see that she had been a subscriber on this policy, [PII], and this policy is no longer active. It had an effective date of [PII].
[CUSTOMER][NEUTRAL] We come on
[AGENT][NEUTRAL] And it turned [PII], and there is no other active policy with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you said the effect date is [PII] on the termination date is [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. I can spell your name?
[AGENT][NEUTRAL] [PII] and my name along with today's date will be your call reference number.
[CUSTOMER][NEUTRAL] Oh, just a second.
[CUSTOMER][NEUTRAL] Yeah, you said the [PII], right?
[AGENT][POSITIVE] That is correct. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I can use your name and digit my call number.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] My name and today's date will be your call reference number.
[CUSTOMER][POSITIVE] Yeah thank you thank you so much have a wonderful day bye bye.
[AGENT][POSITIVE] I hope you have a nice day as well, [PII], and if that's all I can help you with, thank you again for calling APL. Have a great day.