AccountId: 011433970860
ContactId: 634e78cf-0dcd-4a3f-898a-62cd3b46ac88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178580 ms
Total Talk Time (AGENT): 59435 ms
Total Talk Time (CUSTOMER): 56138 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/634e78cf-0dcd-4a3f-898a-62cd3b46ac88_20250121T21:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK. My name is [PII] and my last name initial is [PII].
[CUSTOMER][NEUTRAL] I'm calling from provider's office and I'm looking for patient eligibility and benefits.
[AGENT][POSITIVE] [PII], I can assist you today with eligibility and benefits. May I have a callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. My callback number is.
[CUSTOMER][NEUTRAL] One minute.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have your policy number for the member?
[CUSTOMER][NEUTRAL] Yeah, it's 02163.
[CUSTOMER][NEUTRAL] 635.
[AGENT][NEUTRAL] One moment please while I pull up the member's policy.
[CUSTOMER][NEUTRAL] Yeah OK.
[AGENT][NEUTRAL] Can you please verify the member's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] [PII], thank you so much for verifying that information. This member's policy is currently active.
[AGENT][NEUTRAL] Understand you're needing um eligibility and benefits. This is a supplemental policy where we will cover co-payments, co-insurance and deductibles if the major major medical leaves patient responsibility. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, may I know the effect due date?
[AGENT][NEUTRAL] [PII] and the policy is currently active.
[CUSTOMER][NEUTRAL] OK. May I know the plan type?
[AGENT][NEUTRAL] This is a supplemental policy.
[CUSTOMER][NEUTRAL] May I know the plant, uh, uh, that specific letter?
[AGENT][NEGATIVE] I'm not understanding.
[CUSTOMER][NEUTRAL] Is there any specific letters is there? N Z or something?
[AGENT][NEUTRAL] I don't, I
[AGENT][NEGATIVE] No, I'm not understanding.
[CUSTOMER][NEUTRAL] Just medical supplement plan. Am I right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEGATIVE] There is no.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you so much. And
[CUSTOMER][NEUTRAL] Can I have a call reference number?
[AGENT][NEUTRAL] It would be my name and today's date.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you so much, [PII]. Thank you for this information.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, yeah, I think that.