AccountId: 011433970860
ContactId: 8644aa10-d387-48a0-a207-07d183ccbdbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185240 ms
Total Talk Time (AGENT): 93606 ms
Total Talk Time (CUSTOMER): 49832 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/8644aa10-d387-48a0-a207-07d183ccbdbc_20250408T19:57_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], I was looking to verify member's eligibility.
[AGENT][NEUTRAL] OK, you're just needing to get eligibility only. Is that correct? You do not need benefits?
[CUSTOMER][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] You do or do not need benefits?
[CUSTOMER][NEUTRAL] Yeah, you're correct. I do not.
[AGENT][POSITIVE] OK, yes, I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, now, thank you, but that is not an American public life policy number. What is that there?
[CUSTOMER][NEUTRAL] 00, did you say phone number or member ID number?
[AGENT][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh my goodness, you said member ID number didn't you?
[AGENT][NEUTRAL] Their policy number.
[CUSTOMER][NEUTRAL] Oh my goodness, I gave you the phone number. It's late, right, it's 0255.
[AGENT][NEUTRAL] Policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9863.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Alright sweet alright have a good day.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] OK, and tell me the information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that she is the subscriber on this limited benefit plan and it is active with an effective date of [PII].
[AGENT][NEUTRAL] Now if you, you're welcome and then one last thing, [PII], if you will end up filing a claim for this number once the claim has been processed, we do have a portal in which you should be able to check claim status for her and our portal website is located at [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, alright, I'll check the claim status there thank you so much.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Well, you are certainly welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That is it. Thank you so much.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye.