AccountId: 011433970860
ContactId: 5afddb45-9b46-44bc-a3c6-fe666c45a2ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180149 ms
Total Talk Time (AGENT): 104650 ms
Total Talk Time (CUSTOMER): 71655 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/5afddb45-9b46-44bc-a3c6-fe666c45a2ad_20250214T16:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So you talk about
[CUSTOMER][NEUTRAL] You know trying to get.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling from UNC Healthcare, and I'm calling to verify eligibility for a patient, please.
[AGENT][NEUTRAL] OK, [PII], you're only, you did say [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. OK, and you are only needing eligibility. You do not need benefit information, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you and Asia, what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] OK, thank you. And [PII], what is the patient's policy number?
[CUSTOMER][NEUTRAL] I have 01697370.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][POSITIVE] Uh-huh, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that is not the date of birth that we show for this member.
[AGENT][NEUTRAL] What date of birth again did you say? [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So yes, ma'am. That's not the date of birth for this number on our policy.
[CUSTOMER][NEUTRAL] Let me see what I have on his ID.
[AGENT][NEUTRAL] And the policy number, yes, ma'am, because, and this policy number you gave me is also no longer active. He actually does not have a current policy with APL that is active.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, was it active in [PII]?
[AGENT][NEUTRAL] But again,
[AGENT][NEGATIVE] No, ma'am, it was not.
[AGENT][NEUTRAL] Yes, ma'am, and on this particular name of the member you're giving me.
[AGENT][NEUTRAL] did have previous coverage several years ago with APL, but on both of the policies he had, that date of birth is not what we have on either policy for him.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yeah, this was on his ID29422 on this um North Carolina driver's license.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But if you said it wasn't active in um in several years then that that solves everything and what was your name again? I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am, it's fine.
[AGENT][NEUTRAL] Again, my name is [PII]. Yes, ma'am, he hasn't had a policy with us since [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I really appreciate your help. I hope you have a happy [PII] and a happy good weekend.
[AGENT][POSITIVE] You are very welcome. Yes, ma'am.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Thank you so much, [PII]. I hope that the same things for you and if that is all I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.