AccountId: 011433970860
ContactId: 9f094729-ca9f-482a-b2f0-dbf2c06787ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300279 ms
Total Talk Time (AGENT): 146437 ms
Total Talk Time (CUSTOMER): 84845 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/9f094729-ca9f-482a-b2f0-dbf2c06787ee_20250206T19:59_UTC.wav
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[AGENT][POSITIVE] Afternoon, 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 to verify a patient's eligibility.
[AGENT][POSITIVE] Oh yeah, I would be happy to assist you. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have um D as in David.
[CUSTOMER][NEUTRAL] 4372.
[CUSTOMER][NEUTRAL] 942 8.
[AGENT][NEUTRAL] Alright, so our policy numbers start with a 0, not a letter. Do you happen to have the APL policy certificate number available?
[CUSTOMER][NEGATIVE] I don't believe so.
[AGENT][NEUTRAL] Alright, I can do a name search. What is the patient's last name?
[CUSTOMER][NEUTRAL] Patient name is [PII] Last name is [PII].
[AGENT][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Is this for medical services?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Well [PII], she did have a policy with us. It was active from [PII] and termed on [PII].
[AGENT][NEUTRAL] Let's see, bear with me just one second, I'm checking to see if she has any other coverage.
[AGENT][NEUTRAL] And she does not where the services during that time frame?
[CUSTOMER][NEUTRAL] Um, no, ma'am, it looks like it was like a few days after on the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah, the policy termed on [PII].
[CUSTOMER][NEUTRAL] OK. Do you happen to have, uh, did it pull up the, the correct employee ID?
[AGENT][NEUTRAL] The employee ID now is for wellness and preventive benefits through another company, 90 Degree Benefits or IMA.
[AGENT][NEUTRAL] It's not with APL.
[CUSTOMER][NEUTRAL] OK, um, when she pulled up, that pulled up the, the medical benefits though, correct?
[AGENT][NEUTRAL] Yeah, I looked up her name and I do have a medical policy. I can provide that policy number if you'd like.
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][NEUTRAL] Her medical policy certificate number is 242.
[AGENT][NEUTRAL] 1577.
[CUSTOMER][NEUTRAL] OK, is there a group number for that policy?
[AGENT][NEUTRAL] There is, and the group number is.
[AGENT][NEUTRAL] 70056. Do you need the group name?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The group name is Management, analysis and utilization.
[CUSTOMER][NEUTRAL] OK, and could you verify the claim and address for the medical benefits?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII], that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, and I think that should be it. um, what was the last name initial for you, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then do you have a reference number for the phone call today?
[AGENT][NEUTRAL] It's going to be in my name in today's date. Do you need me to spell my name, [PII]?
[CUSTOMER][POSITIVE] Yes, please, just to make sure I have it right.
[AGENT][POSITIVE] Not a problem. It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] First initial last name, [PII].
[AGENT][NEUTRAL] So did you have a raise?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Look at you. Good job.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Any, anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that'll be all for today.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.