AccountId: 011433970860
ContactId: c1110e01-8fbe-4ed3-8bb4-36bbbf8b5b2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193020 ms
Total Talk Time (AGENT): 68529 ms
Total Talk Time (CUSTOMER): 52785 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c1110e01-8fbe-4ed3-8bb4-36bbbf8b5b2f_20250121T13:03_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, this is [PII] calling from provider service.
[AGENT][NEUTRAL] Sure, [PII]. How can I assist you?
[CUSTOMER][NEUTRAL] Regarding eligibility.
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Yes, I can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So let's have a
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 83267-87
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I asked you for the policy number so I can pull up the member's information.
[CUSTOMER][NEUTRAL] my
[CUSTOMER][NEUTRAL] 01617703 ML 8.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thanks for your patience, [PII]. Could you please repeat that number?
[CUSTOMER][NEUTRAL] Yeah, it, it's
[CUSTOMER][NEUTRAL] Can I repeat the number once again?
[AGENT][NEUTRAL] Yes, please repeat the policy number.
[CUSTOMER][NEUTRAL] 01617703 ML 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] And last name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, I found her in our system and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[AGENT][NEUTRAL] Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] January.
[CUSTOMER][NEUTRAL] OK, can you please give a call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] OK, just wait a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] After [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh. Yes, sir. And today's date. That's your reference number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your last, last name please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.