AccountId: 011433970860
ContactId: cc292a80-77e0-49f7-9524-d0866becf7fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186419 ms
Total Talk Time (AGENT): 85839 ms
Total Talk Time (CUSTOMER): 58466 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/cc292a80-77e0-49f7-9524-d0866becf7fc_20250304T14:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, uh, my name is [PII]. I'm calling from Center for Diagnostic Imaging, uh, calling to check eligibility and benefits for a member, please.
[AGENT][NEUTRAL] OK, I'm so sorry. Did you say your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, [PII]. And so you're needing eligibility and benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes, please. [PII].
[AGENT][POSITIVE] Yes, I can help you with that and what is your callback number please?
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] It is 01824853 M as in Mary, L as in Larry and number 8.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], is this for a future data service?
[CUSTOMER][NEUTRAL] No, it's for, uh, today, uh, the patient is gonna be doing a breast ultrasound.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, any information that I provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII]. Uh, date of birth [PII].
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, so [PII], I do show that she had been a subscriber on this supplemental policy, but this supplemental policy is no longer active. This policy was active from [PII].
[AGENT][NEUTRAL] To its term date of [PII] I'm sorry [PII]. Let me say all that again effective [PII] termed [PII]. She does not have any other policy that is currently active with APL at this time.
[CUSTOMER][NEUTRAL] Oh, OK, no problem, thank you. Could I have a reference number for this call?
[AGENT][POSITIVE] Yes, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Yes, you would just.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] You're very welcome. So if that is all I can help you with, and thank you again for calling APLC and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you