AccountId: 011433970860
ContactId: 58e4b387-d886-4ce1-b507-ad5afc9a6b2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139089 ms
Total Talk Time (AGENT): 49399 ms
Total Talk Time (CUSTOMER): 70190 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/58e4b387-d886-4ce1-b507-ad5afc9a6b2a_20250407T18:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I'm [PII]. We're the provider. Can you please help me with eligibility for a member, please, EB?
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, 02240482 ML 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], his last name is [PII] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits, or you're welcome, or is this for an office visit?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, we don't need it, we, we don't, yeah, we, we don't need any co-pay because they have their primary, so we're, we're OK. We don't need any co-pay.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is the group is the group name Dmax Food Inc?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] OK, and the group number is 20037, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, let me add your phone and he's the subscriber?
[AGENT][NEUTRAL] Yes, he is.
[CUSTOMER][POSITIVE] OK, perfect, we have your address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And yeah, and it's your name and the and your name today's date [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, perfect. Alright, thank you so much. I hope you have a great rest of great rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, not no, not at this time.
[AGENT][POSITIVE] OK. Thank you again for calling APL. You have a great rest of your day as well. Mm bye.
[CUSTOMER][NEUTRAL] Bye.