AccountId: 011433970860
ContactId: caebd2b6-a12f-4709-bc77-7bfc6beb8d72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132110 ms
Total Talk Time (AGENT): 61354 ms
Total Talk Time (CUSTOMER): 42090 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/caebd2b6-a12f-4709-bc77-7bfc6beb8d72_20250509T13:09_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] Oh
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Family Medicine [PII], and I just need to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefits. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 02501146
[AGENT][NEUTRAL] OK, thank you, [PII]. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can go first.
[CUSTOMER][NEUTRAL] Good morning. May I speak with?
[CUSTOMER][NEUTRAL] This is [PII] from and Family Medicine just calling to verify your appointment on Monday.
[CUSTOMER][NEUTRAL] At [PII]
[CUSTOMER][POSITIVE] OK, you have a good week here.
[AGENT][NEUTRAL] OK, so then if any information provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. So he had been the subscriber on this policy, but this policy is no longer active. This policy had an effective date of excuse me, [PII], and it turned [PII] and there is no other active policy with APO at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Great
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] OK, well, you're very welcome. So is there anything else, [PII], I can help you with?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Yes ma'am thank you bye bye.