AccountId: 011433970860
ContactId: 62380d09-0714-49b2-85a4-8f1544b42a1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302570 ms
Total Talk Time (AGENT): 98531 ms
Total Talk Time (CUSTOMER): 102839 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/62380d09-0714-49b2-85a4-8f1544b42a1c_20250210T21:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify eligibility for 2 patients.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, give me one moment while I obtain that can you tell me your the initial of your last name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Oh, OK, perfect. Alright, so the policy number that I have on file is 184.
[CUSTOMER][NEUTRAL] 5853 ML 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] No, it's 184585-3.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 1845853
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Of course, so the patient's name is [PII]. I don't know how to pronounce the last name, but it's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And are both members, like is it a family or this is two separate members?
[CUSTOMER][NEUTRAL] Two separate members.
[AGENT][NEUTRAL] OK, um, so for [PII].
[AGENT][NEUTRAL] Can you verify her date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] All right, and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing she's no longer on the policy. Um, hold on one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So let me see, I'm trying to see if I can determine when she was.
[AGENT][NEUTRAL] OK, last day of coverage for [PII] was [PII].
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Do you know the effective date?
[AGENT][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] Hold on one moment, I mean I'm waiting for the screen to go. It's been, it was active, um, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And then what do you provide reference call numbers?
[AGENT][NEUTRAL] So for the entire call, the call reference number is going to be my name in today's date.
[CUSTOMER][NEUTRAL] Is it [PII] or [PII]?
[AGENT][NEUTRAL] Um, 2
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK, um, let me know when you're ready for the 2nd patient.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] It is 17.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 40,490 ML8.
[AGENT][NEUTRAL] 1,740,490
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, so the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information again is a verification of benefits, not a guarantee of payment. So this policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK, perfect, thank you so much [PII] that's all I needed.
[AGENT][POSITIVE] You're very welcome. Well, thank you so much for calling APL [PII]. I hope you have a great week.
[CUSTOMER][POSITIVE] You as well. Take care.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.