AccountId: 011433970860
ContactId: 719b0c2e-59c6-48a8-b716-60461a0c6b6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212880 ms
Total Talk Time (AGENT): 101671 ms
Total Talk Time (CUSTOMER): 46300 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/719b0c2e-59c6-48a8-b716-60461a0c6b6b_20250305T15:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm calling from Endoscopy Center of Monroe. It's an outpatient ambulatory facility, and I'm trying to get benefits eligibility and see if authorization is required.
[AGENT][NEUTRAL] All right, well, I can help you with the eligibility and the benefits, um, and the authorization, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02479118
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so I am showing that the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] Now, for the benefits, we don't actually um provide the product. We're more like the administrative side of it. I can provide you the number for Universal Trucking. Um, hold on one moment.
[AGENT][POSITIVE] Yeah, um, I can provide you with the number for Universal trucking so that they can go over the benefits with you.
[AGENT][NEUTRAL] And then none of our policies require authorization because we're not a major medical insurance company.
[CUSTOMER][NEUTRAL] OK, can I get a call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alrighty and what is that number for me to call and get benefits?
[AGENT][NEUTRAL] So it is.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][POSITIVE] Perfect, can you transfer me or do I need to call?
[AGENT][NEUTRAL] No, I can transfer you. Um, before I transfer you, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that'll be it.
[AGENT][NEUTRAL] All right. Well, thanks for calling APL Leslie, and hold on one moment for your transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[AGENT][NEUTRAL] Hey, this is [PII] with APL. Um, I have a provider on the other line that uh needs to go over benefits.
[CUSTOMER][NEUTRAL] OK, what's the first and last name?
[AGENT][NEUTRAL] Um, the insured is [PII]
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Um, thank you for holding