AccountId: 011433970860
ContactId: c827d0e7-9b31-478b-8b03-7e42d0e4ec76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133740 ms
Total Talk Time (AGENT): 56968 ms
Total Talk Time (CUSTOMER): 49939 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c827d0e7-9b31-478b-8b03-7e42d0e4ec76_20250513T19:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling with Sheridan Health Corp Inc. I'm trying to verify a patient's eligibility for a data service.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you for that and the member's policy number?
[CUSTOMER][NEUTRAL] I have 02610272.
[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] Yes, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, perfect. Is there a group number?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes, it's 21176.
[CUSTOMER][NEUTRAL] 21176 OK and those claims go to the [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, perfect. And then last question, is there any remaining deductible left on this?
[AGENT][NEUTRAL] Remaining deductible, hold on one second, this is.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Yeah, this is there. Let me see if this policy. We don't usually have deductibles for secondary. Hold on one second.
[CUSTOMER][NEUTRAL] Oh, that's fine. Some don't, but just in case I ask.
[AGENT][NEUTRAL] Let me make sure though.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Deductible for accident and sickness, deductible. Yeah, this policy doesn't have deductibles.
[CUSTOMER][POSITIVE] OK, perfect. I think that that is all that I needed.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too, thank you so much.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.