AccountId: 011433970860
ContactId: cca8357e-9f36-4376-bfc1-25c81b76321b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191009 ms
Total Talk Time (AGENT): 62508 ms
Total Talk Time (CUSTOMER): 88057 ms
Interruptions: 5
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/cca8357e-9f36-4376-bfc1-25c81b76321b_20250128T13:51_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] 2352.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII]. Hi, this is [PII] calling from provider office. I need member eligibility information. Can I assist you?
[AGENT][POSITIVE] Yes, I'll be more than happy to assist you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yeah, the contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, sure.
[CUSTOMER][NEUTRAL] The policy number is going to be D as in Delta 43726474.
[AGENT][NEUTRAL] And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I have that.
[AGENT][NEUTRAL] And on the card, um, may I have the in-hospital or outpatient policy certificate number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] In the hospital.
[CUSTOMER][NEUTRAL] Uh, yeah, I have the policy certificate number. It's 02285451.
[CUSTOMER][NEUTRAL] The patient ID number [PII].
[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, so.
[CUSTOMER][NEUTRAL] Sorry, what are you asking?
[AGENT][NEUTRAL] The member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Sorry for the delay. The member first name is uh [PII] and last name is [PII] and 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. So I'm actually showing that the member has no active policy with us. Um, all of the policies were effective from [PII].
[CUSTOMER][NEUTRAL] Dating is [PII].
[AGENT][NEUTRAL] To [PII], and there has been no other policy with us since [PII].
[CUSTOMER][NEUTRAL] $75.00.
[CUSTOMER][NEUTRAL] Uh, OK. I missed your name. Um, can you spell the, spell out your name, ma'am?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] So, yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So term date of [PII], there is no other active policies, right, um, [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can you provide the reference number?
[AGENT][NEUTRAL] So there's no call reference number, it will just be my name and today's date?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you, [PII], thank you for the information. Thank you for your nice assist. Goodbye. Have a nice day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.