AccountId: 011433970860
ContactId: 84f16259-f28f-4f18-8afc-84b41a7fc2aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159279 ms
Total Talk Time (AGENT): 57602 ms
Total Talk Time (CUSTOMER): 66206 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/84f16259-f28f-4f18-8afc-84b41a7fc2aa_20250530T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] For calling ATN, my name is.
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] calling from Pain Management Centers of America. And I'm looking for the patient's eligibility. So could you help me with that?
[AGENT][POSITIVE] Yes, I can definitely help you with the eligibility. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. The contact number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] with an extension of [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 19989.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active and it's been effective since [PII].
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh what's the plan name?
[AGENT][NEUTRAL] Um, let's see, hold on one moment.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] So this is a meddling supplemental gap insurance?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The money on
[CUSTOMER][NEUTRAL] And uh uh that's it, [PII]. Can I get the call reference, [PII]?
[AGENT][NEUTRAL] Yeah, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. And uh could you please confirm uh this new patient have any other insurance on the file or this is the only insurance?
[AGENT][NEUTRAL] Um, this is the only insurance they have, um, for medical with APL and just for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII], and initial of my last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], and was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much, [PII]. Thanks for providing the information. And hope you have a wonderful day.
[AGENT][POSITIVE] Thank you you also and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.