AccountId: 011433970860
ContactId: 850888d8-90a0-4bed-af17-db424841c2a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126620 ms
Total Talk Time (AGENT): 50795 ms
Total Talk Time (CUSTOMER): 56079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/850888d8-90a0-4bed-af17-db424841c2a6_20250416T19:51_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] Hello [PII]. My name is [PII] with Northwest Medical Center. I am looking for benefits, or excuse me, eligibility on a patient.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 02273148.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The members for this insurance would be the spouse, San Jose. The last name, uh, [PII]. Sorry.
[AGENT][NEUTRAL] That's OK. And the date of birth?
[CUSTOMER][NEUTRAL] Uh [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. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, I forgot what your name was. It's been a day already.
[AGENT][NEUTRAL] Oh, it's OK. My name, it's OK. My name is [PII] [PII].
[CUSTOMER][NEUTRAL] OK. May I please get a call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, and one other question, this is a secondary um to the United Healthcare, right?
[AGENT][NEUTRAL] Let me double check, hold on one moment.
[AGENT][NEUTRAL] Yes, United Healthcare is primary.
[CUSTOMER][POSITIVE] OK. I appreciate you. Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.