AccountId: 011433970860
ContactId: b2f2ea6f-0094-43ad-9189-1d6741985254
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230880 ms
Total Talk Time (AGENT): 111752 ms
Total Talk Time (CUSTOMER): 93251 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b2f2ea6f-0094-43ad-9189-1d6741985254_20250623T18:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] This is [PII] calling from provider office to check eligibility status.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you with those benefits. Go ahead and give me.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Your policy number, please, ma'am.
[CUSTOMER][NEUTRAL] The policy number is 01702597 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Alrighty, thank you so much for that information, [PII]. Now while I'm pulling this up, go ahead and give me a good return telephone card number, please, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All righty, [PII], thank you for all that information. Now, your patient's name and date of birth today.
[CUSTOMER][NEUTRAL] The name is uh [PII] and the last name is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All righty, [PII], thank you so much for all that information. Looks like Ruben is the insured on this medical supplemental plan.
[AGENT][NEUTRAL] And I do show the original effective date is [PII], patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much. Uh.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Are you needing a specific benefit, [PII], today?
[CUSTOMER][NEUTRAL] Yeah, actually I have another, uh, another one eligibility, so could you help me with that?
[AGENT][NEUTRAL] OK, are you, are you finished with Reuben on the benefits that you needed?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well, hold on just a moment, but your other patient is a different patient, different policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh, this policy, it's uh, the policy number is 01702597 M as in Mike, L as in Lima, 8.
[CUSTOMER][POSITIVE] This has the same effective date.
[AGENT][NEUTRAL] Yes, ma'am. That what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is um
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the last name is [PII].
[AGENT][NEUTRAL] And that date of birth?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] And that patient's date of birth?
[CUSTOMER][NEUTRAL] Uh, it's date of birth is um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. OK, [PII], thank you for that information. Now [PII] is the insured on this medical supplemental plan and patient is still active as of today.
[CUSTOMER][NEUTRAL] OK, could you help me with your good name?
[AGENT][NEUTRAL] With my name, yes, ma'am. My name is [PII]. That is gonna be spelled [PII].
[AGENT][NEUTRAL] [PII] yes. And is that all I can help answer for you today, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you for calling