AccountId: 011433970860
ContactId: b9a32210-3a42-45a4-b7a7-29f44975c0b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139929 ms
Total Talk Time (AGENT): 67619 ms
Total Talk Time (CUSTOMER): 60401 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/b9a32210-3a42-45a4-b7a7-29f44975c0b4_20250625T14:30_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling to confirm if a patient is active with you guys.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Could you, could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yes, it's [PII], callback number [PII] direct line.
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] 20991.
[AGENT][NEUTRAL] This is not long enough to be a policy number. Could you look at the card if you have a copy of the card to verify the er or policy number?
[CUSTOMER][NEUTRAL] Oh, that's the group, yeah, it's the group number. I'm sorry, so I have outpatient benefit certification number 1450019ML5.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth that you're calling to verify benefits for today and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Um, I have [PII] [PII].
[AGENT][NEUTRAL] This policy terminated [PII], [PII], and there's no actual policy here at American Public Life for the member.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] I mean, I'm sorry, when did it terminate?
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] When the determination
[CUSTOMER][POSITIVE] [PII]. Perfect. The patient is just insisting that it's active. Thank you.
[AGENT][NEUTRAL] Unless he just got the insurance company confused.
[CUSTOMER][NEUTRAL] Mm, um, he's presenting the card the second time I called on [PII] and I was told it was inactive, but I just wanted to make sure because he's here now insisting. Can I have a reference number for this information, please?
[AGENT][NEUTRAL] Do you have his social? because he may be a dependent on another policy. I could check the database.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I don't have a social.
[AGENT][POSITIVE] Got you. Well, I don't see a list, uh, any other policies listed. You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] And we're not at the facility. I apologize, uh, but thank you.
[CUSTOMER][NEUTRAL] I'm sorry, can I just have that reference number or would it be your name?
[AGENT][NEUTRAL] We don't provide those. It'll be my name and today's date as a reference is [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye.