AccountId: 011433970860
ContactId: 9aff8998-12d3-4ec0-8628-dc081d22959f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279980 ms
Total Talk Time (AGENT): 83279 ms
Total Talk Time (CUSTOMER): 71213 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/9aff8998-12d3-4ec0-8628-dc081d22959f_20250424T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII]. Last initial is [PII]. I'm calling from Physical therapy now to check uh benefits for a member and eligibility.
[AGENT][NEUTRAL] OK, I'm sorry, what is your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you and your callback number please if disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the policy number please [PII]?
[CUSTOMER][NEUTRAL] 02585585
[AGENT][NEUTRAL] OK, that was 02585585.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you very much for the information and you're calling to verify benefits for the member. Give me one second please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that member shows effective as of [PII].
[AGENT][NEUTRAL] Um, give me one moment just to check something because it shows that she's not on this policy, um, any longer. One moment, can I place you on hold, [PII]? Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for your patience, [PII]. It shows that the member is no longer a dependent on the policy.
[CUSTOMER][NEUTRAL] is no longer in the policy?
[AGENT][NEUTRAL] Correct, she is no longer a depend cover dependent on this policy.
[CUSTOMER][NEUTRAL] OK, but there are, it is still active?
[AGENT][NEUTRAL] The policy is active, but for this particular member,
[AGENT][NEUTRAL] She's no longer a dependent covered under this policy.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It, but it is only Mr. uh [PII], or there are some other members.
[AGENT][NEUTRAL] I'm sorry [PII], what was the question?
[CUSTOMER][NEUTRAL] And [PII] is the, I think it's the owner.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is only he out there or there is more people?
[AGENT][NEUTRAL] You were calling in regards to your patient and is [PII] with date of birth of [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, now that dependent is no longer covered on this policy.
[CUSTOMER][NEUTRAL] All right. So, you are not be covering anything for this patient.
[AGENT][NEUTRAL] It shows that the patient has been dropped from this policy.
[CUSTOMER][NEUTRAL] And he has another policy with you guys or not at all?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] No, the member does not.
[CUSTOMER][NEUTRAL] OK, so just to let them know and explain them, OK? Uh, you search this patient by name and date of birth, and he's not in the system, basically.
[AGENT][NEUTRAL] Um, correct. After I, um, explained that the member was not on the policy number that you provided, I searched by name and
[AGENT][NEGATIVE] Did not find another policy for this member.
[CUSTOMER][NEUTRAL] OK, I will talk to that.
[CUSTOMER][POSITIVE] And thank you and have a nice day. Bye-bye.
[AGENT][POSITIVE] OK, thank you for calling APL Jonathan. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Right.