AccountId: 011433970860
ContactId: 874d4ef3-f33e-4d98-9b9a-d8b968117433
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172910 ms
Total Talk Time (AGENT): 96220 ms
Total Talk Time (CUSTOMER): 73298 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/874d4ef3-f33e-4d98-9b9a-d8b968117433_20241230T17:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah, I just wanted to see if a patient was active with their plan with you guys for their procedure on the [PII].
[AGENT][POSITIVE] Oh, I'll be glad.
[AGENT][POSITIVE] OK, be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] Um, my name is [PII] Their policy I have is 0167442M Larry 8.
[AGENT][POSITIVE] And give me that number one more time if you don't mind.
[CUSTOMER][POSITIVE] No problem. I have it as 0167442ML8.
[AGENT][NEUTRAL] I think it's missing one number somewhere. What's your patient's name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] Yeah, you got a number missing somewhere, so.
[CUSTOMER][NEUTRAL] Oh yeah, I got it. It's 01673442 ML 8.
[AGENT][NEUTRAL] All right, that sounds more like it. All right, let's see. Yup, that is correct. And you did say that [PII] is your patient. Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What? What's [PII]'s date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] I have it as [PII].
[AGENT][POSITIVE] Alrighty, thank you for that, [PII], and go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, [PII]. Thank you for all that information. That looks like [PII] is a dependent spouse on this medical supplemental plan. I do show the original effective date is [PII]. Patient is active and current, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you was calling to see if the patient is active. Is that correct?
[CUSTOMER][NEUTRAL] Yes, they're, um, and that they'll be active I guess on [PII] coming up because their procedure is not until the [PII].
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I mean until [PII].
[AGENT][NEUTRAL] Oh well, um, I do show that they're active right now until [PII], but you, I mean, just to make sure because of course I can't guarantee you the type benefit over the phone that they would be, but I would suggest just call back a week beforehand just to make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sounds good I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Is that all I can help you, help you with, [PII]?
[CUSTOMER][POSITIVE] Yes, you have a great day and a good holiday.
[AGENT][POSITIVE] You as well. You as well, [PII] and thank you so much for calling [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK so.