AccountId: 011433970860
ContactId: ba5a7a1e-fe8b-4861-9ec3-f57d395d411c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132440 ms
Total Talk Time (AGENT): 37095 ms
Total Talk Time (CUSTOMER): 69303 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ba5a7a1e-fe8b-4861-9ec3-f57d395d411c_20250318T16:17_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Blue Cross and Blue Shield of South Carolina trying to verify eligibility benefits for a member.
[AGENT][NEUTRAL] OK, do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. My [PII] is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have 02473335 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] I wanna say it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you, were you needing benefits?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Is it a gap insurance or what type of insurance is this trying to coordinate benefits for?
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] It is a gap insurance. We only pick up what you all apply to the deductible co-pay or co-insurance only up to a certain amount depending on what type of service it is.
[CUSTOMER][NEUTRAL] OK, OK, and what's the original effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and it's still current?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Alright, that was all I needed um for today, Ms. [PII], and do you provide reference numbers?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK, yes, ma'am. Well, thank you so much. I appreciate your assistance today and I hope you continue to have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.