AccountId: 011433970860
ContactId: 73a8afc8-1e71-4cc5-87f5-453007efa10c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166440 ms
Total Talk Time (AGENT): 64875 ms
Total Talk Time (CUSTOMER): 68075 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/73a8afc8-1e71-4cc5-87f5-453007efa10c_20250509T13:22_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] Hi, [PII]. This is [PII] calling from provider office and I have uh some question on the claims. Actually, I'm just checking on the eligibility of the member. Can you please help me with that?
[AGENT][NEUTRAL] So you need eligibility or claims?
[AGENT][NEUTRAL] Or both.
[CUSTOMER][NEUTRAL] Uh, eligibility, no claims. Uh, only eligibility.
[AGENT][NEUTRAL] OK, and you said you
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Uh steve, S T E V E, Steve.
[AGENT][NEUTRAL] [PII], OK, I'm sorry about that. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Sure. It's [PII]. It's a direct line. And, and I also want to inform you that this call has been getting recorded for quality and training purpose. Is it OK with you?
[AGENT][NEUTRAL] Yes, that's fine. Can you repeat the phone number slowly, please?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, that is 02574321. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you for that. And I have the policy here. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. And is it possible for you to provide me the claim mailing address and payer ID as well?
[AGENT][NEUTRAL] Sure. I'm sorry, claim's mailing address is [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you. And that's it. And is there any payer ID yes, sorry.
[AGENT][NEUTRAL] You're welcome and I pay.
[AGENT][NEUTRAL] It's OK. The pay ID is 60.
[AGENT][NEUTRAL] 801.
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. And that's it, [PII], that's it. Can you please provide me the call reference number for this call?
[AGENT][NEUTRAL] Sure, 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] OK, perfect. Thank you so much, [PII]. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL, [PII]. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.