AccountId: 011433970860
ContactId: cb76b2bf-cae3-44a8-ac26-aac4ed024556
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177929 ms
Total Talk Time (AGENT): 81786 ms
Total Talk Time (CUSTOMER): 56906 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/cb76b2bf-cae3-44a8-ac26-aac4ed024556_20250512T14:30_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm um calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, you need, do you also need eligibility or only benefits?
[CUSTOMER][NEUTRAL] Um, eligibility as well, yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with both. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you please spell your name for me?
[CUSTOMER][NEUTRAL] I sure can. It is [PII]
[AGENT][NEUTRAL] OK, thank you and your what is your callback number?
[CUSTOMER][NEGATIVE] It is [PII] with no extension.
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Yes, it is 01954452.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And any information that I do provide for you today, your reason would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] Uh, my patient's name is [PII]. I have her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so for she is a dependent on this supplemental policy and her policy is active as of [PII].
[CUSTOMER][NEUTRAL] Wipe it down.
[AGENT][NEUTRAL] And what type of benefit information do you need for her inpatient, outpatient or office Eurisha?
[CUSTOMER][NEUTRAL] Um, so I'm calling from a dental office.
[AGENT][NEUTRAL] OK, so this is a medical supplemental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Kind of what I thought but I wasn't too sure I wanted to call.
[AGENT][NEUTRAL] Yes, and this helps with their co-pays, deductibles, and covered, um, co-pays, deductibles and co-insurance amounts of covered services, but it's supplemental to their major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. OK, well that is all I needed then. I do appreciate your help.
[AGENT][NEUTRAL] OK. Well, then, is, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] No, that is actually gonna be it.
[AGENT][POSITIVE] OK, well thank you so much then for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome and thank you too.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.