AccountId: 011433970860
ContactId: cb80d79c-f41c-4f2b-a806-eb2663824742
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208229 ms
Total Talk Time (AGENT): 71606 ms
Total Talk Time (CUSTOMER): 107558 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/cb80d79c-f41c-4f2b-a806-eb2663824742_20250528T14:34_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] Hello, Ms. [PII]. My name is [PII] Last name [PII] I'm calling from the provider's office. I want to check the member eligibility. Can you help me with that?
[AGENT][POSITIVE] Yes, I can help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] The member's policy number I have is 2569453.
[AGENT][NEUTRAL] 029, I'm sorry, 02569453.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Hi, my name is.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The member's first name is uh [PII], and the last name is uh [PII] And the last uh date of birth is uh [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. So the policy number you provided is no longer active. Um, it was effective only one day, uh, that may have been an error, um, [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] The correct policy number is 258.
[CUSTOMER][NEUTRAL] ID
[CUSTOMER][NEUTRAL] 353-7068
[AGENT][NEUTRAL] 343 1.
[CUSTOMER][NEUTRAL] That's all?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, that's the policy number and it's
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] And it's been
[CUSTOMER][NEUTRAL] The policy number is 25, 1 moment. 2583431 is the policy number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh can I have the effective date and termination date also?
[AGENT][NEUTRAL] The policy is still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] And still currently active?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And uh what is the PCP co-pay? Can you repeat again, uh, effectively?
[AGENT][NEUTRAL] There's no, this is a secondary policy. There's no co-pay. We help pay the co-pay, deductible and co-insurance after primary.
[CUSTOMER][POSITIVE] OK, great. Uh, there is no copay. Thank you.
[CUSTOMER][NEUTRAL] Can I have your name by spell with your last name initial?
[AGENT][NEUTRAL] Yes, my name is [PII] The [PII].
[CUSTOMER][NEUTRAL] And uh do you have any reference number?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, great. Thank you so much for your help. Uh and uh yeah, I have no more questions. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Bye bye.