AccountId: 011433970860
ContactId: 8975349b-8757-4439-8c61-e8c2279a2631
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152779 ms
Total Talk Time (AGENT): 74161 ms
Total Talk Time (CUSTOMER): 76809 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/8975349b-8757-4439-8c61-e8c2279a2631_20250211T14:50_UTC.wav
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[CUSTOMER][NEUTRAL] 15 deer deer.
[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check on verification of eligibility please.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I'm calling from Deaconess Illinois practice.
[AGENT][POSITIVE] Yes, ma'am, and a good callback phone number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] D as in David 43411971.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Um, do you have the member's social or I can look them up by name and date of birth?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Uh, let's see it says medical ID number.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Well, I could try name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] And birthday is [PII].
[AGENT][NEUTRAL] Yes, what's the date of birth?
[CUSTOMER][NEUTRAL] [PII] 0 my goodness.
[AGENT][NEUTRAL] OK, I found her in our system and I have her policy number here if you need that.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Um, yes, ma'am. Her policy number is 02580475.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just let me advise you.
[CUSTOMER][NEUTRAL] And is she, go ahead, I'm sorry.
[AGENT][NEUTRAL] Mhm. Just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on the policy was [PII] and the policy is still active. And what was your question?
[CUSTOMER][NEUTRAL] She goes, no mom, these are the school pictures. You'll get the rest of them like.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] But those kids were having a laugh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Just needed to know if it was still current for her, so it is still a current plan.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And is there a reference number please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name in today's date. My name is [PII]. Um it's spelled [PII] and my last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I am not sure
[CUSTOMER][POSITIVE] No, I appreciate your help today thank you so very much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Mhm. Thank you. Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm