AccountId: 011433970860
ContactId: 9ef0759d-830e-4254-8c52-34c042819271
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162520 ms
Total Talk Time (AGENT): 55726 ms
Total Talk Time (CUSTOMER): 85965 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/9ef0759d-830e-4254-8c52-34c042819271_20250502T15:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Kids Medical Services. I was calling just to verify um eligibility for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure. It's um my contact number is [PII].
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I'm at [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then the member's policy number.
[CUSTOMER][NEUTRAL] Um, the member's policy number is going to be 148.
[CUSTOMER][NEUTRAL] 2644.
[CUSTOMER][NEUTRAL] And then it's the letters M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] And then the number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] So I'm calling um on the pendant. It's [PII]. Uh he's named after his dad, but his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that this policy is no longer active. Um, the policy was effective from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and there's no active policies after this one with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so he was active. Well, the date of service was [PII], so he's OK for that, right?
[AGENT][NEUTRAL] Oh, yes, mhm.
[CUSTOMER][NEUTRAL] Yeah, he should be because you said it ended. OK, perfect. OK, I just wanted to verify and make sure that he was covered for the date of service. Um, so we're gonna go ahead and just submit the, the claim for secondary, um, shortly.
[AGENT][POSITIVE] All [PII]. Well, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] No, that's it. Would you happen to have a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. Um, the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] No? OK.
[CUSTOMER][POSITIVE] Oh, OK. Perfect. Thank you so much for all your help.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mhm. OK. You're welcome.