AccountId: 011433970860
ContactId: 907d9cc7-64c6-4ca7-8911-04894e30303a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160179 ms
Total Talk Time (AGENT): 73310 ms
Total Talk Time (CUSTOMER): 44837 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/907d9cc7-64c6-4ca7-8911-04894e30303a_20250501T16:25_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02455542.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] You say [PII] [PII]. OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much and you say you're calling for eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm sure that policy was effective from [PII] and it turned on [PII].
[CUSTOMER][POSITIVE] All right, perfect. Could I just have a reference number please?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, we don't, uh, well, you can use my name with today's date, and also I'm showing they do have an active policy. So when you're ready, I can give you that policy number.
[CUSTOMER][NEUTRAL] Oh OK, sure, go ahead.
[AGENT][NEUTRAL] OK. It's 259-738-1.
[CUSTOMER][NEUTRAL] 1381
[AGENT][NEUTRAL] And it became effective [PII] of this year.
[CUSTOMER][NEUTRAL] OK, and this is a supplemental plan correct?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] So it'll cover, does that cover any co-pays?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, the patient has benefits for services in hospitals, outpatient.
[AGENT][NEUTRAL] Um, they do have, it looks like an office treatment rider, but it, I don't show that it covers for office visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right perfect and your name again was?
[AGENT][NEUTRAL] Uh, it's [PII] [PII].
[CUSTOMER][POSITIVE] All right thank you so much for your help.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL Ms. [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye