AccountId: 011433970860
ContactId: aef72986-bd70-4b4b-a292-6c95b38b745b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236619 ms
Total Talk Time (AGENT): 91054 ms
Total Talk Time (CUSTOMER): 81875 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/aef72986-bd70-4b4b-a292-6c95b38b745b_20250417T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just calling to see if this patient is active.
[AGENT][POSITIVE] OK, 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] [PII], um [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, it is 00636835.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, I need an emergency.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], um, [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 the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and what was your name?
[AGENT][NEUTRAL] My name is [PII]. First initial and my last name is [PII].
[CUSTOMER][NEUTRAL] OK, now is there any history on file that we need to be aware of?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Well, I mean, so to search the history, are there particular codes you're wanting to know because she's been with us since [PII], so I have to go through each claim to see what codes were.
[CUSTOMER][NEUTRAL] Oh, I see. Um, we can do preventative, uh, like, uh, 1110, um.
[CUSTOMER][NEUTRAL] 0274 0210 or 0330.
[CUSTOMER][NEUTRAL] Um, 0120.
[AGENT][NEUTRAL] 0120. OK, do you mind if I place you on just a brief hold? I'm just gonna search for those codes. All right, hold on one moment. You're welcome.
[CUSTOMER][POSITIVE] Yes, yeah, of course, thank you.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hey, thanks so much for holding. I apologize for that wait. So for codes 1110, there was no history on file. Um 0274, the last date of service was [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], OK.
[AGENT][NEUTRAL] Um, 0210 [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII], OK.
[AGENT][NEUTRAL] 0330, there was no history.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And 0120 was [PII].
[CUSTOMER][NEUTRAL] I have to be here
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] you have a great rest of your day.
[AGENT][NEUTRAL] You also, [PII], was there anything else I can help with?
[CUSTOMER][NEUTRAL] No ma'am, that should be all.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling [PII]. I hope you have a great day as well.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.