AccountId: 011433970860
ContactId: b212e332-32ed-43c3-b134-e250d8cc87fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170399 ms
Total Talk Time (AGENT): 54716 ms
Total Talk Time (CUSTOMER): 79859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b212e332-32ed-43c3-b134-e250d8cc87fc_20250605T12:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII], and I'm calling from UBA to verify eligibility for one of our patients.
[AGENT][NEUTRAL] OK, I can help you with the eligibility, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, the contact number is
[CUSTOMER][NEUTRAL] Uh, give me just a second. I'm writing something down. Give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, sorry about that. [PII].
[CUSTOMER][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] I have 022.
[CUSTOMER][NEUTRAL] 879977
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is [PII], date of birth [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] [PII]. And you said it's still active, correct?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK. All right, and this is um a medical plan, correct?
[AGENT][NEUTRAL] Yes, it is. Hold on one moment, let me go back to that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it's the supplemental um medical policy.
[CUSTOMER][NEUTRAL] OK, alright, um, that's what I needed to confirm.
[AGENT][POSITIVE] Alrighty well thank you so much for calling.
[CUSTOMER][NEUTRAL] And you guys, um, oh.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 00 yes, and one more question you guys uh claim address is [PII].
[AGENT][NEUTRAL] Yes, [PII], [PII].
[CUSTOMER][POSITIVE] [PII]. OK, perfect. All right, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, you said your name was?
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] [PII], and this is the American public, right?
[AGENT][NEUTRAL] American Public Life, yes, ma'am.
[CUSTOMER][NEUTRAL] American Public Link. OK, thank you, [PII].
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.