AccountId: 011433970860
ContactId: a31fc243-588e-402f-9516-a2137c1ffe7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226449 ms
Total Talk Time (AGENT): 101072 ms
Total Talk Time (CUSTOMER): 79084 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a31fc243-588e-402f-9516-a2137c1ffe7c_20250203T18:41_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, I'm just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, well I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you for that. And can we, may I have the member's policy number?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] May I have the member's policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number. Can I give you his social?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][POSITIVE] OK, let me get that pulled up for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] And if you're able to give me that ID number that would be great because I have no way of getting it.
[AGENT][NEUTRAL] Sure, I can get that for you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here.
[CUSTOMER][NEUTRAL] OK, yeah, this, this patient is telling us that this policy is supposed to terminate at some point but doesn't know when or if it already has or anything so just whenever that comes up that's mainly what I'm needing to know is if it's still good and if it's gonna be terminating any time soon.
[AGENT][NEUTRAL] Active
[AGENT][NEUTRAL] OK, and this is for medical or dental?
[CUSTOMER][NEUTRAL] Medical
[AGENT][NEUTRAL] OK, and what's the member's first and last name just to make sure this is right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, this is it. All right, hold on one moment. And can you verify his date of birth for me?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy number is 254.
[AGENT][NEUTRAL] 325 3.
[AGENT][NEUTRAL] And the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, it does have a um
[AGENT][NEUTRAL] Pay today or like a termination date of [PII], but at this time it's still marked as active.
[CUSTOMER][NEUTRAL] But still active.
[CUSTOMER][NEUTRAL] OK, and then if we need to build to this, how does that process go? Where do I need to bill this to?
[AGENT][NEUTRAL] So you can um mail it or you can send it electronically. So it's gonna go to IMA like igloo, Mary, Alpha.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the PO box is [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm. [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the payer ID is 64556.
[CUSTOMER][NEUTRAL] 645-556
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.