AccountId: 011433970860
ContactId: 524f1e45-4a3a-4b90-be88-1b7edeba1b6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192639 ms
Total Talk Time (AGENT): 82371 ms
Total Talk Time (CUSTOMER): 51273 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/524f1e45-4a3a-4b90-be88-1b7edeba1b6a_20250414T12:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, on
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Doctor [PII]'s office. I'm just calling to see if a patient is active with your health insurance.
[AGENT][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, [PII], so you're only needing to verify if the member is active or not, is that correct?
[CUSTOMER][NEUTRAL] Yes, he presented the card to us and we're just unsure if it's effective still.
[AGENT][POSITIVE] Sure, I can help you with that. And [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] I have policy number 02543325.
[AGENT][POSITIVE] OK, thank you, give me one moment please to get the members.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And any information, [PII], that I do provide for you today would 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] OK.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] His first name is [PII] and the last name is [PII] and his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much. One moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and [PII], I do show he is a subscriber on this limited benefit plan and yes ma'am, it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], you may already have this information that I'm about to give you, but once we've processed the claim here at APO, we do have a portal in which you should be able to check claim status and our website for the portal.
[AGENT][NEUTRAL] It's located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] Um, no, that was all. Do you happen to give out call reference numbers or anything or just your name?
[AGENT][NEUTRAL] Sure, would you, it would be my name along with today's date.
[CUSTOMER][POSITIVE] All right wonderful.
[AGENT][POSITIVE] OK. Well then, if that's all I can help you with, [PII], thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You also thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye.