AccountId: 011433970860
ContactId: 831551d7-50ca-4758-8b27-71489a51df47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170779 ms
Total Talk Time (AGENT): 80391 ms
Total Talk Time (CUSTOMER): 64086 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/831551d7-50ca-4758-8b27-71489a51df47_20250211T21:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I'm calling on behalf of a facility to verify eligibility for a patient, please.
[AGENT][POSITIVE] [PII], I'll be glad to help you go ahead and give me a good policy number, please.
[CUSTOMER][NEUTRAL] I have 01611627 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] All right, [PII], thank you for that. Now, while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all of that information. Now, what is your patient's name and date of birth today, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. It looks like [PII] is the insured on this medical supplemental plan. I do show the original effective date being [PII] policy is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Uh, no, I do need to verify if he's the primary subscriber though, please.
[AGENT][NEUTRAL] He is the primary insurance carrier holder. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, let me update that we're showing his spouse is the primary subscriber.
[AGENT][NEUTRAL] No ma'am, he is, and is there anything else that I can ask you for you then today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh yes, I'm so sorry it looks like the.
[CUSTOMER][NEUTRAL] Yes, give me, can I have the policy number? It seems like when I went to update it, it wiped it out. Yeah.
[AGENT][NEUTRAL] Yes, ma'am. The policy number is that number that you gave me, that's 01611627. That is his policy number here at APL.
[CUSTOMER][POSITIVE] OK, alright, perfect. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I get the spelling of your first name and first initial of your last name?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes, ma'am. My name is spelled [PII], and is that all that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, that's it. Just the first initial of your last name, please.
[AGENT][NEUTRAL] Oh, it's oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Well, thank you so much for your time. I hope you enjoy the rest of your day and have a wonderful week.
[AGENT][POSITIVE] You as well, [PII], thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.