AccountId: 011433970860
ContactId: c22f65c3-2fa7-40f1-9e32-4a29d7566462
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260548 ms
Total Talk Time (AGENT): 111752 ms
Total Talk Time (CUSTOMER): 97687 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/c22f65c3-2fa7-40f1-9e32-4a29d7566462_20250501T14:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from Pro office checking for patients sensibility.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, uh contact number is [PII] and the member ID is 00778901.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, patient's name will be [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, especially, you know, uh, yeah.
[CUSTOMER][NEUTRAL] It is it is uh.
[AGENT][NEUTRAL] So this particular policy is no longer active. It was effective from [PII], but they do have an active policy. Let me get that information for you. Hold on one moment.
[CUSTOMER][NEUTRAL] Medicare.
[CUSTOMER][NEUTRAL] It, huh?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Indian.
[AGENT][NEUTRAL] Alright, so the active policy number is 203.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0123.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] [PII] and may I know the member account name for this.
[CUSTOMER][NEUTRAL] And that?
[AGENT][NEUTRAL] Like the type of policy they have?
[CUSTOMER][NEUTRAL] Yeah, may I know what is the policy name?
[AGENT][NEUTRAL] It's a Medin supplemental gap insurance policy.
[CUSTOMER][NEUTRAL] It's Madeline, is it correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yeah, OK. May I know the termination date for the patient?
[AGENT][NEUTRAL] This policy is still active?
[CUSTOMER][NEUTRAL] Yeah, it's selective.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] This policy is still active.
[AGENT][NEUTRAL] Yes, the 2030123 is the active policy.
[AGENT][NEUTRAL] is currently active.
[CUSTOMER][NEUTRAL] Yeah, no, previous I to spell that out.
[CUSTOMER][NEUTRAL] Ma'am, that account is active or not?
[AGENT][NEUTRAL] OK, so you gave me policy number 778901. That policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The active policy now is policy number 203.
[AGENT][NEUTRAL] 0123. It's still active and it's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the name will be Medline, is it correct?
[AGENT][NEUTRAL] Yes, it's a [PII]
[AGENT][NEUTRAL] Supplemental gap insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. Yeah, OK.
[CUSTOMER][NEUTRAL] May I know your name, please?
[AGENT][NEUTRAL] Sure, my name is [PII], first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, can I have a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] Yeah, OK, thank you for asking me. Have a nice day.
[AGENT][NEUTRAL] You also, [PII], is there anything else I can help with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.