AccountId: 011433970860
ContactId: 57d4a7a3-1912-42e3-aa60-4237aa6a8d04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113190 ms
Total Talk Time (AGENT): 54557 ms
Total Talk Time (CUSTOMER): 38196 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/57d4a7a3-1912-42e3-aa60-4237aa6a8d04_20250408T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just want to verify your eligibility for one of your members.
[AGENT][NEUTRAL] OK, I can help with that. What, what is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you, and your callback number please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's 02560769.
[AGENT][NEUTRAL] OK, thank you. Let me repeat that to confirm. I have that as 02560769.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify eligibility and this number shows effective as of [PII] and this policy shows active.
[CUSTOMER][NEUTRAL] OK, perfect. Is this a medical policy?
[AGENT][NEUTRAL] This is a supplemental medical policy, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] By any chance, uh, how can I know if my provider is on network with you guys?
[AGENT][NEUTRAL] Um, this policy does not follow a network. This is a supplemental medical policy. Um, what we do is just help with the major medical deductible, co-pay and co-insurance based on coverage, but there's no network.
[CUSTOMER][POSITIVE] OK, perfect, all right.
[CUSTOMER][NEUTRAL] Uh, well, uh, by any chance do you have a reference number by, by this call?
[AGENT][NEUTRAL] Uh, we don't
[AGENT][NEUTRAL] We do not use reference numbers, [PII], but please you can use my name [PII]. My last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL take care bye.
[CUSTOMER][NEUTRAL] OK.