AccountId: 011433970860
ContactId: a9bc7b6b-e8df-4fdb-b17f-d6f4b4a47504
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111569 ms
Total Talk Time (AGENT): 33002 ms
Total Talk Time (CUSTOMER): 72412 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/a9bc7b6b-e8df-4fdb-b17f-d6f4b4a47504_20250108T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is Essent Medical Group in [PII], and I have a patient. His name's [PII], and his date of birth is [PII], and he has this insurance on the American Public Life, the APL insurance card, and I'm scanning it into the system, um, but it's coming out as unverified and unknown, and it's telling me to call this number.
[AGENT][NEUTRAL] OK. Do you have a member ID or a policy number, anything?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Like the policy certification number, it's 0025742772.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you so much. Let me pull this up here, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, so it looks like the patient plan is active. The effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And you said that this was is still active.
[AGENT][POSITIVE] Mhm. Yup, still active, correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so maybe it's just an error on our end so.
[CUSTOMER][NEUTRAL] It's still saying unverified and unknown but it's just probably just has not processed through the computer correct? OK.
[AGENT][NEUTRAL] Yeah, yeah. I mean, I don't see any sort of lapse or anything like that, so.
[CUSTOMER][NEUTRAL] OK, sounds good. I will let the patient know um and if he just has any problems in the future, he just needs to call back this number correct?
[AGENT][POSITIVE] Yeah absolutely we can verify benefits at any time.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][POSITIVE] OK sounds good thank you so much OK bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.