AccountId: 011433970860
ContactId: ce3442c7-7ce5-461d-8580-f144cd1c36b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187399 ms
Total Talk Time (AGENT): 64352 ms
Total Talk Time (CUSTOMER): 70993 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/ce3442c7-7ce5-461d-8580-f144cd1c36b1_20250616T20:23_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to check eligibility on a member.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Sure, uh my name is [PII]
[AGENT][POSITIVE] Thank you and let us have a good contact number in case we're disconnected and the policy number.
[CUSTOMER][NEUTRAL] Sure, um, callback number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK um the.
[CUSTOMER][NEUTRAL] It's where it says payer ID, right?
[AGENT][NEUTRAL] Um, it should say in hospital or outpatient policy er number. It may also say member ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is 0249.
[CUSTOMER][NEUTRAL] 7609.
[CUSTOMER][NEUTRAL] M as in mom.
[CUSTOMER][NEUTRAL] L as in Laura, 7.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, name is [PII], last name [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, just give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] the date, the date date date effective date. So it was effective since [PII] you said right?
[AGENT][NEUTRAL] Um, hold on one moment.
[AGENT][NEUTRAL] This policy,
[AGENT][NEUTRAL] Sorry, hold on one moment.
[CUSTOMER][NEUTRAL] It's OK, it's OK.
[AGENT][NEUTRAL] This policy has been effective since [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] We're in network with that plan.
[CUSTOMER][NEUTRAL] Are we?
[AGENT][NEUTRAL] This is a secondary insurance, so there's no network, the network will be primary.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, thank you, you said your name is [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Last name [PII]?
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's what that's what I needed thank you.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you