AccountId: 011433970860
ContactId: 569eaaf6-6d9c-409b-9195-b297bac6237b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151500 ms
Total Talk Time (AGENT): 73343 ms
Total Talk Time (CUSTOMER): 60102 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/569eaaf6-6d9c-409b-9195-b297bac6237b_20250124T16:21_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] Hey Ms. [PII], this is [PII] from Me more pre-service department. I was just calling to check um benefits and eligibility on a patient please if you don't mind.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII]. Policy number will be.
[CUSTOMER][NEUTRAL] 01975935 ML 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] Yes, I have [PII] and its [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Now, I am showing that this particular policy is no longer active. Um, it was effective from [PII].
[CUSTOMER][NEUTRAL] OK, not active.
[AGENT][NEUTRAL] There is, however, an active policy. Um, let me get that information for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, so policy number 246-4244.
[AGENT][NEUTRAL] is currently active and has been active since [PII].
[CUSTOMER][NEUTRAL] OK. So the member ID or the policy ID number is 2464244?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um do they require any authorization by any chance?
[AGENT][NEUTRAL] Um, no, none of our policies require prior author pre-cert, um, because we're not the major medical insurance.
[CUSTOMER][NEUTRAL] Perfect. Um, Ms. [PII], may I have the first letter of your last name and a reference number, please, if you don't mind?
[AGENT][NEUTRAL] Sure, um, so it's [PII], and there's no call reference number, but you can use my name in today's date. And again, all the information provided was a verification of benefits, not a guarantee of payment.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you very much.
[AGENT][POSITIVE] Is there anything else I can help you with today, [PII]? You're welcome.
[CUSTOMER][POSITIVE] No, you've been a big help. Thank you very much. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.