AccountId: 011433970860
ContactId: 54d0175d-8e6b-40a8-8039-6bfef18e7b94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188889 ms
Total Talk Time (AGENT): 81810 ms
Total Talk Time (CUSTOMER): 78848 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/54d0175d-8e6b-40a8-8039-6bfef18e7b94_20250530T12:36_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 actually [PII]. I'm calling from a provider's office. I needed to get eligibility and benefits on a patient.
[AGENT][NEUTRAL] Oh, so.
[AGENT][NEUTRAL] I'm sorry, you said your name is [PII], that's literally my name.
[AGENT][NEUTRAL] It's just my first name is [PII] and my middle name is [PII].
[CUSTOMER][NEUTRAL] No way.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Oh my gosh, that's crazy. That is crazy. You don't hear that often.
[AGENT][NEUTRAL] It is, no, that's why I was like, whoa.
[AGENT][NEUTRAL] Sorry, OK.
[CUSTOMER][POSITIVE] How cool. And no, you're fine. What's your last name initial? I'll go ahead and put that down too.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK perfect that's crazy. Alright, well I just needed to go ahead and um get eligibility for this patient. She is being seen this morning and she has 3 policies, but this one is showing up unverified for us so um I just wanted to see if she was active for today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yeah, so it's [PII].
[CUSTOMER][NEUTRAL] And then the policy number is 02284090.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII] and her 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 it looks like
[AGENT][NEUTRAL] As of
[AGENT][NEUTRAL] Let me see if it's [PII] or [PII]. Hold on one second.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK, so as of [PII], the policy is changed to an individual policy from um individual and spouse. So, um, she's no longer covered on the policy as of [PII].
[CUSTOMER][NEUTRAL] OK, um, should she have a new policy number with it going to individual?
[AGENT][NEUTRAL] Well, it's individual for the policyholder. I'm not sure if [PII] has another policy.
[CUSTOMER][POSITIVE] I got you OK makes sense so.
[AGENT][NEUTRAL] If it does, it might not be with us.
[CUSTOMER][NEUTRAL] OK, got it and is there a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date and um oh I already gave you the first initial of my last name.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] All right, [PII], you're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] All right thank you so much.
[CUSTOMER][POSITIVE] No ma'am you have a great day.
[AGENT][POSITIVE] You also had a great weekend. Thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.