AccountId: 011433970860
ContactId: c18d30c5-2fd1-47a5-bb1a-a9af299bf6d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148029 ms
Total Talk Time (AGENT): 72907 ms
Total Talk Time (CUSTOMER): 29741 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c18d30c5-2fd1-47a5-bb1a-a9af299bf6d7_20250127T20:07_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm just calling to confirm eligibility for a patient.
[AGENT][NEUTRAL] OK, you only need eligibility and not benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with?
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] Thank you, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Did you say [PII]? Your voice went out, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] 02545560
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, her name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so she had been the spouse, excuse me, she had been the spouse of the subscriber on this limited benefit plan. However, this policy is no longer active. This policy was active with an effective date of [PII], and it has a termination date of [PII], and there is no other active policy with us.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] Well, well, you are certainly very welcome. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] Alright, well then, thank you again for calling APL Trust. I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you too. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Bye-bye. Thank you.