AccountId: 011433970860
ContactId: 6093d0af-b87e-48c1-91f5-9c8122b3be44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190500 ms
Total Talk Time (AGENT): 82584 ms
Total Talk Time (CUSTOMER): 60291 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/6093d0af-b87e-48c1-91f5-9c8122b3be44_20250523T13:19_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] Uh, yes, my name is [PII] now. I'm with, um, Doctor [PII]. He's a chiropractor here at MCN in [PII], Oklahoma. Um, I was needing to verify insurance for a patient of ours.
[AGENT][NEUTRAL] OK, [PII], do you need eligibility and benefits or just one or the other?
[CUSTOMER][NEUTRAL] Eligibility and benefits.
[AGENT][POSITIVE] OK, alright, I can help you with eligibility and benefits.
[CUSTOMER][NEUTRAL] Or this eligibility it says verify coverage is what my note says.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I can help you with that and how do you spell your name?
[CUSTOMER][NEUTRAL] Um, it's [PII]
[AGENT][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] And it's for Doctor [PII].
[AGENT][NEUTRAL] Oh, hold on one second. Is your first name [PII] or last name?
[CUSTOMER][NEUTRAL] [PII], uh huh, [PII] is my first name.
[AGENT][NEUTRAL] And how do you spell your [PII]? Yes, ma'am. How do you spell that?
[CUSTOMER][NEUTRAL] I'm sorry, [PII]
[AGENT][NEUTRAL] OK, and mine[PII] And what is your callback number?
[CUSTOMER][NEUTRAL] Oh hi
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] It is um 01823419.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so I do show that she had been the subscriber on this supplemental policy, and this supplemental policy, [PII], it's no longer active. It was active from [PII] to its term date of [PII].
[AGENT][NEUTRAL] And she does not have any other active coverage at this time with APL on that point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I will take it off her, um, sorry then. OK, I appreciate you.
[AGENT][POSITIVE] OK. Well sir. Absolutely. You're very welcome. Can I help you with anything else today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well, thank you so much for calling APR. You have a great weekend.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Mhm thank you you too.
[AGENT][NEUTRAL] You bye bye.