AccountId: 011433970860
ContactId: 942cbf44-87a8-4c4c-acad-5453f38bc99e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141270 ms
Total Talk Time (AGENT): 79553 ms
Total Talk Time (CUSTOMER): 32152 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/942cbf44-87a8-4c4c-acad-5453f38bc99e_20250210T16:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] calling from Doctor [PII]'s office. I'm calling to see if this patient is eligible for service today.
[AGENT][NEUTRAL] OK, so you're wanting to verify eligibility for a member?
[AGENT][NEUTRAL] But you do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, ma'am, just I just need to know it's active.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I can help 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] 603104
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] And [PII], do you spell your name with
[AGENT][POSITIVE] [PII] or [PII] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name please and the date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this general policy and it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] OK, thank you. You have a good day.
[AGENT][NEUTRAL] Uh, well, you too, [PII], and then just one other thing I don't know if you're familiar with this or not, but once we have processed the claim, you should be able to check claim status and have access to our explanation of benefits by going to our portal and the website for our portal, [PII] is secured. [PII].
[CUSTOMER][POSITIVE] OK, thank you. I appreciate that.
[AGENT][POSITIVE] Well, you are certainly welcome. So that's all I can help you with. Thank you again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.