AccountId: 011433970860
ContactId: a6a3c0a0-9645-43cd-8172-b8f1cb3d0e5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123910 ms
Total Talk Time (AGENT): 48422 ms
Total Talk Time (CUSTOMER): 52991 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/a6a3c0a0-9645-43cd-8172-b8f1cb3d0e5f_20250409T19:11_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, and I'm calling to provider's office. I just need to verify, um, members, um, eligibility.
[AGENT][POSITIVE] OK, well I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, I'm gonna spell it for you, um, so my name is [PII], but it's spelled [PII]
[CUSTOMER][NEUTRAL] AN
[CUSTOMER][NEUTRAL] And then the phone number [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, um, so the ID number that I gave you, would that be because there's 2, there's a benefits er number and there's 2 of them for inpatient for in hospital and outpatient. Can I give you the outpatient one?
[AGENT][NEUTRAL] Sure, the numbers are the same. The ML 7 or 8 is different. We just need the numbers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, I have a 02.
[CUSTOMER][NEUTRAL] 473 0.
[CUSTOMER][NEUTRAL] 39
[AGENT][NEUTRAL] Here we go. Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Oh, [PII]. OK, perfect.
[CUSTOMER][NEUTRAL] And then can you um well do you guys do call reference numbers?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alright thank you so much for your assistance.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright have a great day bye bye.
[CUSTOMER][NEUTRAL] You too bye.