AccountId: 011433970860
ContactId: b76ec1b8-871e-4a6b-a5a4-0136985776be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116110 ms
Total Talk Time (AGENT): 51149 ms
Total Talk Time (CUSTOMER): 40238 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b76ec1b8-871e-4a6b-a5a4-0136985776be_20250109T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Amerigroup Texas. I need to verify eligibility on a member.
[AGENT][POSITIVE] All right, [PII], I'm happy to check eligibility today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] 02540055
[AGENT][POSITIVE] All right, thank you so much. And then if I could get their name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] kind.
[CUSTOMER][NEUTRAL] Uh, date of birth [PII].
[AGENT][NEUTRAL] Thank you so much. So it looks like the effective date on the patient's plan 8-26-24. Uh, the plan has since lapsed as of [PII]. I don't show any other active coverage with us at this time, [PII].
[CUSTOMER][NEUTRAL] OK, do you have a group number for that policy?
[AGENT][NEUTRAL] 70084.
[CUSTOMER][NEUTRAL] And was that a PPO type policy with pharmacy and maternity coverage?
[AGENT][NEUTRAL] It was a limited benefit plan, so like a hospital indemnity plan, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did it pay the provider directly?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So they would have had pharmacy and maternity, of course.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh that helps. OK, just a reference number for today.
[AGENT][NEUTRAL] No worries. Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you, [PII] have a great day.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye.