AccountId: 011433970860
ContactId: c9d67b49-5722-4ab3-a1fa-1630eed401fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246949 ms
Total Talk Time (AGENT): 89908 ms
Total Talk Time (CUSTOMER): 124016 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c9d67b49-5722-4ab3-a1fa-1630eed401fc_20250502T17:45_UTC.wav
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[CUSTOMER][NEUTRAL] Be so.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I just need to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, I can assist you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and it is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, they've got two different cards so I wasn't sure which one I needed to check. This one says the APL multi-plan.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Do you see a policy er number starts with a 01 or 02?
[CUSTOMER][NEUTRAL] Mhm it's 02477200.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, there is [PII] and his 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, and this is for their medical policy.
[CUSTOMER][NEUTRAL] Yes, and then his wife [PII].
[CUSTOMER][NEUTRAL] I'm I think it's his wife, um, I don't, [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] OK thank you I appreciate you letting me know.
[AGENT][NEUTRAL] OK, um, yes, she's on the policy as well. So, let me give you the active policy though, because the policy number you have is no longer active.
[CUSTOMER][NEUTRAL] OK, see, there's two cards, so I didn't know which one was the newer one, so, um, let me go back and look and see if, let me see if I have what you have, um, so, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Bear with me um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My brain just forgot what I was looking at um.
[AGENT][NEUTRAL] The other cards, uh, the policy number on the other card, sorry.
[CUSTOMER][NEUTRAL] No, I, I, I remembered I just was in here trying to click on it. Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mm mm OK um so there's another one, another card, and that number says um D43722079.
[AGENT][NEUTRAL] Mhm. So that number is for 90 degree.
[CUSTOMER][NEUTRAL] Or am I not put that one in?
[AGENT][NEUTRAL] Um, no, that number is for 90 degree benefits, but um I do have the active policy number for you.
[CUSTOMER][NEUTRAL] Oh, OK, alright, let me write that down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the active policy number?
[AGENT][NEUTRAL] So it's um 259.
[AGENT][NEUTRAL] 6440.
[CUSTOMER][NEUTRAL] And when that's in there, does that need to be under multiplan or does it need to be under the 90 degrees?
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Like when I'm putting in for the claims address?
[AGENT][NEUTRAL] Um, so the claims address goes to IMA.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Which is the repricing sir, yeah, um, and then this policy has been active. I don't know if you need it, but just in case, [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And that's the only policy that they have, right?
[AGENT][NEUTRAL] That's the only medical policy.
[CUSTOMER][NEUTRAL] Right, that's what I meant, yes, exactly. OK, OK, alright, and is there a reference number or this is just this is good?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Oh, I feel like I've talked to you, [PII]. OK, alright, I appreciate it.
[AGENT][NEUTRAL] You probably have.
[CUSTOMER][POSITIVE] Thank you so much and you have a good day.
[AGENT][POSITIVE] You also, thanks for calling API. Have a great weekend, [PII].
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] You're welcome bye bye.