AccountId: 011433970860
ContactId: 771d2913-adc7-4ab4-b17f-fdff6b3a07bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205080 ms
Total Talk Time (AGENT): 95026 ms
Total Talk Time (CUSTOMER): 57741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/771d2913-adc7-4ab4-b17f-fdff6b3a07bf_20250602T18:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Nicholas Children's Hospital checking eligibility for a member.
[AGENT][NEUTRAL] I'm sure, [PII]. I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure. It's gonna be 02.
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 1, M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure, this is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, and one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, he does, she has a new policy number. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, the new policy number is 02618807.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date on this, yeah, that's it. Um, and the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. And uh do you have the member's policy group number and the group name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, yes, sir. Yes, sir. Let me get that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The group number is
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 242-31.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group name is Dorell Automotive Group LLC and Dorrell is spelled D like David, O like Oscar, R like red, A like apple, L like Lima.
[CUSTOMER][NEUTRAL] OK. So Dor automobile.
[AGENT][NEUTRAL] Um, the real Automotive Group LLC.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you so much for that.
[CUSTOMER][NEUTRAL] And uh may I get the reference number for call then?
[AGENT][NEUTRAL] Um, 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 is [PII], and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] And then uh thank you so much for asking.
[AGENT][POSITIVE] OK. I thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Hm, thank you.