AccountId: 011433970860
ContactId: 751d18a6-e78c-4ec2-bdc4-cd92d9d6a0a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124860 ms
Total Talk Time (AGENT): 66577 ms
Total Talk Time (CUSTOMER): 43518 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/751d18a6-e78c-4ec2-bdc4-cd92d9d6a0a0_20250227T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII]. I was trying to check eligibility, but it's medical and not dental.
[AGENT][NEUTRAL] OK, well, let me see if I can help you. Go ahead and give me your name and the names policy number.
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[CUSTOMER][NEUTRAL] The group num I mean the patient, you want the patient's number?
[AGENT][NEUTRAL] Yeah, a policy number, certificate number.
[CUSTOMER][NEUTRAL] 02559966
[AGENT][NEUTRAL] Alright, [PII], thank you for that. And while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's gonna be um something [PII], a payroll, apparel is [PII] and the date of birth is gonna be [PII].
[AGENT][POSITIVE] Alrighty, thank you for that remit. Looks like uh I'm gonna try to help you without transferring you over to that department. You did say that you wanted uh some type of benefit, is that correct?
[CUSTOMER][NEUTRAL] I just wanted to know if the insurance was active.
[AGENT][NEUTRAL] OK, let me get back over to that screen. Alright, let's see. I do show that the original effective date is [PII]. Patient is currently active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but, uh, the insured is active at this time, yes ma'am.
[CUSTOMER][NEUTRAL] Can you give me the um effective date again one more time please.
[AGENT][NEUTRAL] Yes, ma'am. No problem. [PII].
[CUSTOMER][POSITIVE] OK, I appreciate you so much.
[AGENT][POSITIVE] Well, yes, ma'am. Is that all I can help you with?
[CUSTOMER][POSITIVE] That is all. You have a great day. Thank you.
[AGENT][POSITIVE] OK, well, you as well and thanks for calling APL mhm bye bye.
[CUSTOMER][POSITIVE] The best.
[AGENT][NEUTRAL] Alright man.