AccountId: 011433970860
ContactId: b1533598-6481-4578-862c-e56a4fa36a1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251460 ms
Total Talk Time (AGENT): 99898 ms
Total Talk Time (CUSTOMER): 94172 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b1533598-6481-4578-862c-e56a4fa36a1e_20250109T14:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. I'm sorry, good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm [PII]. I'm calling from Jackson Memorial Health to check uh uh members eligibility. Could you please help for that?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is
[CUSTOMER][NEUTRAL] 1463301, M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the member's first name is [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Alright, and thank you so much for verifying her information and all the information provided is a verification of benefits, not a guarantee of payment. Um, so this particular policy is no longer active. It was effective from [PII], but there is an active policy. Um, that number is 1678.
[AGENT][NEUTRAL] 932.
[AGENT][NEUTRAL] And it's been active since [PII].
[CUSTOMER][NEUTRAL] OK. This was uh different member ID for the person.
[AGENT][NEUTRAL] The member ID that you provided is no longer active. The member ID I just gave is the active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 1678932 has active, right?
[AGENT][NEUTRAL] Yes, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK. There is no other any other.
[CUSTOMER][NEUTRAL] Uh letters including this number, only the numbers is the member ID.
[AGENT][NEUTRAL] Yes, that's the full policy number.
[CUSTOMER][NEUTRAL] OK, uh, effective from [PII], to still active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. The member ID is 1678932 for confirmation, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. What was the timely ailing limit to submit a new claim?
[AGENT][NEUTRAL] There's no timely filing limit as long as the policy was active on the data service. Um, you can file the claim at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what was the mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Uh [PII].
[CUSTOMER][NEUTRAL] Uh, could you please repeat the zip code?
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. What was the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. What was the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date, and that's [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I could assist you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, thank you. Thank you for asking me and have a wonderful day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day. Bye bye.
[CUSTOMER][NEUTRAL] OK