AccountId: 011433970860
ContactId: 8418a426-2bea-4261-b03b-5f7e8f41795b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199279 ms
Total Talk Time (AGENT): 91541 ms
Total Talk Time (CUSTOMER): 48891 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/8418a426-2bea-4261-b03b-5f7e8f41795b_20250520T14:14_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Tulsa Spine and Specialty Hospital. I need to verify, uh, eligibility.
[AGENT][NEUTRAL] OK, you're only needing to get, excuse me, eligibility, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] What I've got is 01732594.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] OK, I'm actually not sure if that's correct because I have 2 different numbers on file. I'm not sure which one is right.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, Sierra will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so on the policy number that you provided for me, um, she had been a subscriber, however, this supplemental policy is no longer active.
[AGENT][NEUTRAL] This policy was active from [PII].
[AGENT][NEUTRAL] And she did have other coverage with us after that, but it also has termed as of [PII] and there is no active coverage.
[AGENT][NEUTRAL] Beyond that point with APL, mhm.
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the other
[CUSTOMER][NEUTRAL] That second one was, sorry.
[AGENT][NEUTRAL] Yes. Um, the other policy was 01888628.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was effective again from [PII] and it turned [PII].
[CUSTOMER][NEUTRAL] All right, that is exactly what I needed um do you have a reference number?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, you would actually use my name along with today's date.
[CUSTOMER][NEUTRAL] Is it TRAC?
[AGENT][NEUTRAL] C R A C I.
[CUSTOMER][NEUTRAL] Alright, OK
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you for your help.
[AGENT][POSITIVE] Well, you are certainly very welcome. So again, is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That was it. Have a good day.
[AGENT][POSITIVE] I hope you have a great day too, [PII], and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.