AccountId: 011433970860
ContactId: 6ee9883f-a21c-4ac9-9e69-dced1fc2ab58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232830 ms
Total Talk Time (AGENT): 76382 ms
Total Talk Time (CUSTOMER): 78215 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/6ee9883f-a21c-4ac9-9e69-dced1fc2ab58_20250429T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Florida Pain Relief Group to check, to check on eligibility status of the patient's details.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with eligibility. Uh, first, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 25882.
[AGENT][NEUTRAL] No, that's not one of our policy numbers. Do you have the member's social?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] But I do see in member ID card, it's showing 25882. That is the group number. One moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Beneficiary number is 02313782 M as in Mike, L as in Lima 7.
[AGENT][NEUTRAL] OK. Please repeat that number.
[CUSTOMER][NEUTRAL] 02313782 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is on.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, no, that's not her date of birth.
[AGENT][NEUTRAL] What's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] I don't have that information. I do have the spouse's information.
[AGENT][NEUTRAL] OK, please, and what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. And I'm showing the effective date on this policy was [PII].
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] OK. Yeah, and I'm showing that [PII] was dropped from the policy on [PII].
[AGENT][NEUTRAL] So, [PII] is no longer active?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] A policy
[CUSTOMER][NEUTRAL] policy term was [PII].
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, got it. Can I have the call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] Last initial [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all the information needed. Have a wonderful day.
[AGENT][NEUTRAL] You do the same, April. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye.