AccountId: 011433970860
ContactId: 8571cb26-dad6-412e-b064-060cba3fde35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385980 ms
Total Talk Time (AGENT): 115176 ms
Total Talk Time (CUSTOMER): 184398 ms
Interruptions: 6
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/8571cb26-dad6-412e-b064-060cba3fde35_20250619T15:50_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm, I'm sorry, good morning. It's an afternoon yet.
[AGENT][NEGATIVE] I don't like [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hey, [PII]. How are you doing?
[CUSTOMER][POSITIVE] Hey good how are you?
[AGENT][POSITIVE] I'm good, thanks for asking.
[CUSTOMER][POSITIVE] Um, happy Thursday.
[AGENT][POSITIVE] How can I assist you today?
[CUSTOMER][NEUTRAL] Um, do you
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you please help me with 2 members for their patient eligibility and benefits?
[AGENT][NEUTRAL] Sure, [PII], can I have a spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] OK, yes, it's [PII] and my callback number is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what is the policy number of the first member you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] OK, 02491439 ML 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII]. You're calling to verify benefits and eligibility. This policy has been active since [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it's currently active.
[AGENT][NEUTRAL] And the member has outpatient benefits of $250 per calendar day and this is not a guaranteed benefits just a disclaimer of the policy coverage.
[CUSTOMER][NEUTRAL] OK, for
[CUSTOMER][NEUTRAL] You knew I was gonna ask that.
[CUSTOMER][NEUTRAL] That's, I don't have, I don't even have to tell you what I need. You already, you already.
[AGENT][NEUTRAL] Yes, I talked to you a lot, [PII].
[CUSTOMER][NEUTRAL] I don't know if it's a good thing or a bad thing.
[AGENT][POSITIVE] I don't know if you remember. Good, cause you, we be brighten up each other's day, so.
[CUSTOMER][NEUTRAL] I remember, yes.
[CUSTOMER][POSITIVE] Oh, you're so sweet. I try, you know, I wish other people were like that, but everyone's like that, you know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, Charlotte, is the group name gonna be, I'm sorry, MDM Hotel Group?
[AGENT][NEUTRAL] Give me one moment, let me verify that for you.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and what is the group number gonna be?
[AGENT][NEUTRAL] 25921.
[CUSTOMER][NEUTRAL] OK, and she's the and she's the subscriber?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Perfect. Let me go ahead and um.
[CUSTOMER][NEUTRAL] Save this one and then we'll go on to the next one.
[CUSTOMER][POSITIVE] OK. Oh, yeah. OK, perfect. This is the man the supplement policy.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, yeah, I think the last time we talked was [PII], it says.
[CUSTOMER][NEUTRAL] It's a little while ago.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're still there, [PII]?
[AGENT][NEUTRAL] Yes, I'm listening to you, [PII]. I'm listening. I'm looking at the policy. What's the next policy number?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, let me just go ahead and quickly uh save this and then I'll go ahead to the I'm sorry, then I'll go ahead to the next policy. Just let me go ahead.
[AGENT][POSITIVE] Mm. Take your time. I'm here till [PII], so take your time.
[AGENT][NEUTRAL] I'm in no rush.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, just making sure I got everything that way that way I can go to billing properly.
[CUSTOMER][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] From APL patients um medical.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][POSITIVE] OK, perfect, medical supplement policy.
[CUSTOMER][POSITIVE] Alright perfect let me go on to the next one.
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][POSITIVE] Yeah, you get to load.
[AGENT][POSITIVE] I will take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and then [PII]. OK, let me pull up [PII] now.
[CUSTOMER][NEUTRAL] OK, this one is gonna be 02503156.
[AGENT][NEUTRAL] And the member's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] OK and he's right he's fully covered again?
[AGENT][NEUTRAL] He has outpatient benefits of $3000 per calendar year and this is not a guarantee of benefits just a disclaimer of the policy's coverage. Oh no, I'm sorry, he has $1500 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Let me just check something here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And his group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and his, um, and he writes he works for Postal Center International Inc. Miami.
[AGENT][NEUTRAL] That is correct and the group number is 24,000.
[CUSTOMER][POSITIVE] OK, perfect. OK.
[CUSTOMER][NEUTRAL] Yep, and then I know the rest that is your name and today's date.
[AGENT][NEUTRAL] Mm and I'm not sure if I gave the disclaimer but the the um.
[CUSTOMER][POSITIVE] All right, thank you for everything.
[CUSTOMER][NEUTRAL] Oh, OK, go ahead.
[AGENT][NEUTRAL] This is not a guaranteed benefits, just a disclaimer or the policy's coverage.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] I will talk soon.
[CUSTOMER][POSITIVE] No, that's it. We'll talk soon. Take care.
[AGENT][POSITIVE] It was a pleasure speaking with you. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks