AccountId: 011433970860
ContactId: 9fc1da09-467b-4aca-96f7-4f9612890e8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433619 ms
Total Talk Time (AGENT): 109136 ms
Total Talk Time (CUSTOMER): 98854 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/9fc1da09-467b-4aca-96f7-4f9612890e8d_20250414T18:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. Um, I'm calling to verify a patient's eligibility, please.
[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?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] The policy number is 945131.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Let me try again, hold on one moment.
[AGENT][NEUTRAL] So the 945131 is pulling up a different member. Do you have a copy of their ID card there?
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Try to see um I just have like that policy number or like a group number.
[AGENT][NEUTRAL] If you have the card, I can let you know what to look for. I don't know what you have there.
[CUSTOMER][NEUTRAL] Give me 1 2nd, let me look through the files and see if there's a copy of this insurance card.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Yeah, so all I see is his primary, um, he doesn't have the APL card on file unfortunately.
[AGENT][NEUTRAL] OK, that's OK. Um, I can either look up the policy with his full social or the first and last name.
[CUSTOMER][NEUTRAL] OK, um, I also do the first and last name. There's no social listed on the file either.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So his first name is spelled [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so I'm just waiting for the policies to populate here. Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And you said the first name is [PII]?
[CUSTOMER][NEUTRAL] Yes, he has a second name, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], I'm not sure if that might be.
[CUSTOMER][NEUTRAL] Part of it?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I don't know, but I found them and the policy I don't.
[AGENT][NEUTRAL] That 945131 is now
[AGENT][NEUTRAL] I don't know what just happened. Maybe my system glitched, but I'm in here. Can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and it's still the same policy number correct? the 945131?
[AGENT][NEUTRAL] The only thing I did different was I added two zeros in front, but it is 945131, so
[AGENT][NEUTRAL] I don't know, I think that was just my system because that's literally the same thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Got it. No problem. Um, and then one more question, it's still the $250 per day, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So just for the call, all the information provided is a verification of benefits, not a guarantee of payment, and 250, yes, per day for outpatient.
[CUSTOMER][POSITIVE] Awesome and then you said your name was [PII], right?
[AGENT][NEUTRAL] Yes, that's correct. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Got it. Well thank you so much for your help, [PII] have a great day.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No that was it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.