AccountId: 011433970860
ContactId: bcc42617-c6c8-4427-b11f-761a9165cb13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148720 ms
Total Talk Time (AGENT): 76147 ms
Total Talk Time (CUSTOMER): 33794 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/bcc42617-c6c8-4427-b11f-761a9165cb13_20250620T14:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify eligibility for one of the patients here in the office.
[AGENT][NEUTRAL] OK, you're just needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] It is D as in dog, oh, policy number, sorry, um, it is 02.
[AGENT][NEUTRAL] Yes ma'am, uh.
[CUSTOMER][NEUTRAL] 639-946
[AGENT][NEUTRAL] OK, alright, thank you. Give me one moment please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK No, any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], so I do show she is the subscriber on this limited benefit plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you all will be filing a claim on this number once it has been processed, we also have a portal that you should be able to check her claim status in.
[AGENT][NEUTRAL] And the website that you would go to for that is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] All right. Well, you are very welcome. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you as well.
[AGENT][POSITIVE] Yes ma'am thank you bye bye.
[CUSTOMER][NEUTRAL] Alright