AccountId: 011433970860
ContactId: b551e250-e346-4fa6-bb68-bbe5429c4203
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120540 ms
Total Talk Time (AGENT): 48346 ms
Total Talk Time (CUSTOMER): 56402 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/b551e250-e346-4fa6-bb68-bbe5429c4203_20250414T17:44_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi. I'm just calling to see if your insurance covers a patient's special, specialist office visits.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII], [PII].
[AGENT][NEUTRAL] And could you provide me with the spelling of your name and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Um, my name is [PII]
[CUSTOMER][NEGATIVE] And I'm calling regarding a um a patient. Obviously it's not for me.
[AGENT][NEUTRAL] And the policy number of the patient, do you have the policy number?
[CUSTOMER][NEUTRAL] I have, I have a group number, that's OK.
[AGENT][NEUTRAL] No, I need a policy number. It should say er or policy number on the card. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] I do have a copy of the card. It says insured, the coverage, and then group number and then the effective date and then the plan.
[CUSTOMER][NEUTRAL] And then in hospital benefits cer certificate number and the outpatient benefit certificate number.
[AGENT][NEUTRAL] That those are the policy number, the er number.
[CUSTOMER][NEUTRAL] OK, so you need which one, the outpatient one?
[AGENT][NEUTRAL] It, it doesn't matter which one you provide me with, it's gonna pull up the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02509936 M as in Mary L.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Thank you [PII]. What is this member's name and date of birth that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. You're calling to verify eligibility for office visits. The the member's policy does not cover office visits.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Sounds great. I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a great day.