AccountId: 011433970860
ContactId: 88fbbb43-2dbb-4d2f-bce0-35136d2494cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161229 ms
Total Talk Time (AGENT): 73450 ms
Total Talk Time (CUSTOMER): 46108 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/88fbbb43-2dbb-4d2f-bce0-35136d2494cc_20250529T17:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm a medical provider and I'm calling for eligibility status, please, on a secondary insurance.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefits. Is that correct?
[CUSTOMER][NEGATIVE] Yes, please. No, no.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] Um, the best callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] It is, let me see here 135.
[CUSTOMER][NEUTRAL] 970
[CUSTOMER][NEUTRAL] 6 M as in Mary L 8.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And [PII], any information that is provided today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] and his date of birth [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] He should be a beneficiary.
[CUSTOMER][NEUTRAL] A dependent, I'm sorry.
[AGENT][NEUTRAL] Mhm. One moment.
[AGENT][NEUTRAL] OK, so I do show that he had been a dependent on this policy. However, this policy actually is no longer active. The effective date on this policy had been [PII], and this policy actually termed 111 of [PII].
[AGENT][NEUTRAL] They did have a yeah, they, yes, ma'am, they did have other coverage after that, but the most recent policy that they've had actually termed in [PII] and there is no active coverage at this time.
[CUSTOMER][POSITIVE] OK, no worries. Yes, thank you so much.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I just need to double check because you did have it in our system, but just wanted to double check. Thank you so much for your time, [PII].
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Well, you're very welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much for your time. You've been very kind.
[AGENT][POSITIVE] Well, well, thank you for saying that and it was my pleasure speaking to you, [PII], and thank you again for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.