AccountId: 011433970860
ContactId: 9bd213aa-6998-48ee-a71b-c85362a7cad3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151850 ms
Total Talk Time (AGENT): 79763 ms
Total Talk Time (CUSTOMER): 45447 ms
Interruptions: 3
Overall Sentiment: AGENT=2.7, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/9bd213aa-6998-48ee-a71b-c85362a7cad3_20250428T13:59_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] Hi, my name is [PII] and I'm calling with Serial City Pediatrics, just calling to confirm eligibility for one of our patients.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], so you're just needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] One here.
[CUSTOMER][NEUTRAL] Um, I have it as 02615238.
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And what is your, first off, any information that I do provide for you, [PII] would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], so I do show that he is a dependent on this limited benefit plan and it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] And [PII], if you all in, you're welcome and just one more thing, and you all do file a claim with us once the claim has been processed, we do have a portal in which you should be able to check claim status and the portal website is secured. [PII].
[CUSTOMER][POSITIVE] The best ability.
[CUSTOMER][NEUTRAL] So if you want.
[CUSTOMER][POSITIVE] Wonderful, all right.
[AGENT][NEUTRAL] All right. Well, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That is all thank you so much have a good day.
[AGENT][POSITIVE] Yes, ma'am. You too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.