AccountId: 011433970860
ContactId: a4b582ab-c339-4165-a1c5-ae8e36ea6685
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208559 ms
Total Talk Time (AGENT): 77964 ms
Total Talk Time (CUSTOMER): 92010 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/a4b582ab-c339-4165-a1c5-ae8e36ea6685_20250530T15:19_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] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Saint Francis Coordination of Benefits department. I'm calling to verify if coverage is active for a patient. I do need to let you know the entire call is monitored and recorded for quality and compliance purposes.
[AGENT][NEUTRAL] 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 is [PII].
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01986307.
[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] First and last name and date of [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this particular policy is no longer active. Um, it was effective from [PII].
[CUSTOMER][NEUTRAL] On [PII]
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] Anyone
[AGENT][NEUTRAL] But there is an active policy number.
[AGENT][NEUTRAL] Um, which is 256.
[CUSTOMER][NEUTRAL] OK, let me get those dates from you real quick before you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, um, you said [PII], is that right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that was termed and you have a new member ID that is effective.
[AGENT][NEUTRAL] Yes, um, as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that policy number is
[CUSTOMER][POSITIVE] And I'm ready for that.
[AGENT][NEUTRAL] 256.
[AGENT][NEUTRAL] 64
[AGENT][NEUTRAL] 46.
[CUSTOMER][NEUTRAL] OK, that was 256-6446.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. All righty. Thank you so much. Um,
[CUSTOMER][NEUTRAL] So the previous member ID was 8 digits and this one's only 7. I just wanna make sure I heard it correctly.
[AGENT][NEUTRAL] You did, um, I just didn't give a 0 in front. You don't have to have a 0.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Oh, OK. All right, got you. Thank you so much and that one is effective beginning on [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] All right, thank you so much. And that's a secondary plan only, right? The gap plan?
[AGENT][NEUTRAL] Um, let me see what type of policy this is.
[AGENT][NEUTRAL] Yes, this is the Medlink um secondary gap insurance.
[CUSTOMER][NEUTRAL] OK. All right. I appreciate you checking on this for me and then I just need to get a reference number if you have it.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name on today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alrighty, thank you and uh I hope you have a great day and a great weekend.
[AGENT][NEUTRAL] You also [PII], was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh no, that was all for now. Thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Uh, you as well, thank you, bye bye.
[AGENT][POSITIVE] Thank you, bye bye.