AccountId: 011433970860
ContactId: a9d025a9-a36d-4c4c-bd6c-047f30092752
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114269 ms
Total Talk Time (AGENT): 34302 ms
Total Talk Time (CUSTOMER): 62860 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/a9d025a9-a36d-4c4c-bd6c-047f30092752_20250425T19:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Callback number will be [PII] with an extension [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The policy number is 02473906.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My first name, it's [PII]. And the last name is spelled [PII]. The date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment and do show the policy is currently active. Effective date is [PII]. And will this be for inpatient or outpatient benefits?
[CUSTOMER][POSITIVE] It's for, uh, no need for any benefits. Thank you so much for that. And it's and gap policy, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Is there a group number or group ID used for billing purposes?
[AGENT][NEUTRAL] Group number is 17506.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you so much. And may I know whether the member [PII] is a subscriber or a dependent?
[AGENT][NEUTRAL] Um, she's a subscriber.
[CUSTOMER][POSITIVE] Thank you so much for that information and that's all for today, [PII]. Have a great day and stay safe.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye.