AccountId: 011433970860
ContactId: abdfb11b-bcee-4070-811f-10a4ac5f6a75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108970 ms
Total Talk Time (AGENT): 40348 ms
Total Talk Time (CUSTOMER): 48471 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/abdfb11b-bcee-4070-811f-10a4ac5f6a75_20250219T15:12_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. Um, I'm calling from the provider's office. I just wanted to confirm that the patient's, uh, plan is active.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Um, policy number is
[CUSTOMER][NEUTRAL] 01617077 ML 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And [PII], you're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Uh, it's what I'm sorry?
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes, uh, benefits, uh, she's having a CT done, um, at an outpatient facility, and we just wanted to confirm that she has active coverage.
[AGENT][NEUTRAL] So let me give you the correct policy number because the one you provided is terminated.
[CUSTOMER][NEUTRAL] Oh, OK. What is that?
[AGENT][NEUTRAL] 2556035. It's 2556035. This policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Um, thank you. That'll be all. You have a great rest of your day. Go ahead.
[AGENT][NEUTRAL] And she has
[AGENT][POSITIVE] Thanks for calling APL and have a great day [PII].
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye.