AccountId: 011433970860
ContactId: 587ff5f3-ce5b-4013-9d4d-7d22f1960660
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137399 ms
Total Talk Time (AGENT): 48120 ms
Total Talk Time (CUSTOMER): 54814 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/587ff5f3-ce5b-4013-9d4d-7d22f1960660_20250619T15:52_UTC.wav
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[CUSTOMER][NEUTRAL] I'm gonna
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to confirm patient's eligibility and benefits, please.
[AGENT][POSITIVE] OK, well, 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?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] That is, I think that's wrong. Give me one second.
[CUSTOMER][NEUTRAL] Let me go back. I put the wrong information here.
[CUSTOMER][NEUTRAL] OK. ID number.
[CUSTOMER][NEUTRAL] 02598409
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] No, 8 palpation better.
[CUSTOMER][NEUTRAL] ML 8.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Alright, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is for uh [PII].
[CUSTOMER][NEUTRAL] Kern. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that, and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since September, I'm sorry, since [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm sorry, I'm here. I can. Yes, I'm here. You said, I, I heard.
[AGENT][NEUTRAL] OK, so the effective date is
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And for this, I just need to know if this policy covers um office visit co-pays.
[AGENT][NEUTRAL] Yes, we pay towards the copay, deductible and co-insurance of coverage charges after primary.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Awesome. Well, thank you so much, [PII]. That's all I needed to know.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you