AccountId: 011433970860
ContactId: 7a61087f-7b8f-40d4-aa4f-b28449df1598
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130479 ms
Total Talk Time (AGENT): 71005 ms
Total Talk Time (CUSTOMER): 31839 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/7a61087f-7b8f-40d4-aa4f-b28449df1598_20250625T18:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I was trying to verify that a patient has active insurance.
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility on a member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number.
[CUSTOMER][NEUTRAL] It is 00613215.
[AGENT][NEUTRAL] OK, thank you one moment [PII], while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And any information [PII] that I do provide today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So I do say she is the spouse of the subscriber on this policy and yes ma'am, it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, and then [PII], one last thing, if you will end up filing a claim with us for her, you may already have our website, but if not, we do have a portal in which you should be able to check the claim status once it's been processed, and the website for that portal is secured.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, what is that portal?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, alright sounds good thank you so much.
[AGENT][POSITIVE] OK. All right. Well, you are very welcome. So is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that is it.
[AGENT][POSITIVE] OK [PII], well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.