AccountId: 011433970860
ContactId: d1738a06-5f1a-4adc-a140-a8b05595d0b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 580440 ms
Total Talk Time (AGENT): 133042 ms
Total Talk Time (CUSTOMER): 56567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/d1738a06-5f1a-4adc-a140-a8b05595d0b9_20250421T14:15_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] Hi, good morning, [PII]. My name is [PII]. I was calling for um eligibility for a patient.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility, [PII]. May I have a good contact number in case we're disconnected? You're welcome. And the policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes. The uh phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02116828ML8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, it's [PII], and it's [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 showing um [PII] is no longer on the policy. I'm trying to see when it, hold on one second when it terminated for him.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold? I just need to look at the notes.
[CUSTOMER][NEUTRAL] No, of course.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] Oh, you are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh Lord,
[AGENT][NEGATIVE] Oh come on customer service.
[AGENT][NEGATIVE] It looks like we just activated it [PII] and I bet that they activated the first one and just forgot to activate the second one.
[AGENT][NEUTRAL] Let me call CS.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] It's good.
[AGENT][NEUTRAL] I figured it out.
[AGENT][NEUTRAL] She's talking about [PII].
[AGENT][NEUTRAL] There is no
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] You're a great teacher.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hi, yes, I'm still here.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So basically, I noticed that the patient Ernesto was not active. So I reached out to customer service to see if this was true or if this was an error, it was an error. So they just corrected that and he has been active since um sorry, [PII].
[CUSTOMER][POSITIVE] OK, perfect. Um,
[CUSTOMER][NEUTRAL] Does it cover office visits?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So the secondary policy, well,
[AGENT][NEUTRAL] Let me say this first because I don't, I've lost track of the call. So all the information provided is a verification of benefits, not a guarantee of payment. I know I had you on hold for a while. So the outpatient benefit for this um secondary policy does not have the office treatment rider, so there's no office setting. It would be like the emergency room or urgent care or outpatient surgeries and then also inpatient after admission.
[CUSTOMER][NEUTRAL] OK, so no um outpatient in, in office, correct.
[AGENT][NEUTRAL] Office. Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, would I be able to get a reference number for this call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. Again, that's [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I hope you have a wonderful day.
[AGENT][POSITIVE] You're very welcome, [PII]. You also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.