AccountId: 011433970860
ContactId: 6ca72a4e-d89e-4f56-8156-629d38b1327f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162740 ms
Total Talk Time (AGENT): 89746 ms
Total Talk Time (CUSTOMER): 48672 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/6ca72a4e-d89e-4f56-8156-629d38b1327f_20250218T14:11_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] Yes ma'am, my name is [PII]. I'm calling from Jenny [PII] Gastro. I'm calling for uh.
[CUSTOMER][NEUTRAL] Verification of eligibility please.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] Just eligibility, yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Um, yes ma'am, one second, I didn't expect you to get back on the phone real quick, uh, 02.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] 02564663
[AGENT][NEUTRAL] We try not to leave you hanging out there for days and days.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I hear a lot about how long people have to hold, so.
[AGENT][NEUTRAL] With different companies.
[AGENT][NEUTRAL] OK, so it's just one moment
[AGENT][NEUTRAL] And any information, [PII] that I did provide for you will be a verification of benefits and not a guarantee your payment. What is your patient's name, please, and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show she is the subscriber on this limited benefit plan and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, do I have a reference number for this call?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date and then one last thing [PII], once the claim has been processed by APL we do have a portal in which you should be able to check claim status and our website for that is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A what?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], got it.
[AGENT][NEUTRAL] Yes, ma'am. OK. Well, is there any, [PII]?
[CUSTOMER][NEUTRAL] And what was your name again?
[CUSTOMER][NEUTRAL] Miss [PII] and [PII].
[AGENT][NEUTRAL] It is, yes, ma'am. And today's date. Uh-huh.
[CUSTOMER][POSITIVE] That's it. Thank you. Have a great day.
[AGENT][POSITIVE] OK, well, you, I hope you have a great day too, and if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Bye bye.