AccountId: 011433970860
ContactId: d2b920e6-3e97-4aa1-9abe-ddf8bccabe03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190839 ms
Total Talk Time (AGENT): 85673 ms
Total Talk Time (CUSTOMER): 76491 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/d2b920e6-3e97-4aa1-9abe-ddf8bccabe03_20250522T20:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. Last name initial [PII]. Sorry, may I have your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you spell that for me please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] OK, thank you, [PII]. And your last name initial, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you. Yes, ma'am. I'm calling in today to check eligibility and benefits for infertility for this member. Can you help me?
[AGENT][NEUTRAL] You're needing eligibility and benefit information, is that correct, [PII]?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] Yes, I can help you with that and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yes, it's the phone number that I'm using right now [PII]. It's a direct line.
[AGENT][NEUTRAL] Give me that phone number one more time please with the area code.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, it's 189-872-3.
[AGENT][NEUTRAL] Thank you, one moment while I get the member's information pulled up.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you. Now, on this policy, this policy is no longer active. This policy was active from [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Just to confirm, uh, the termination date is [PII], right?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That is correct, yes ma'am, and there is no other active coverage with APL [PII]. She doesn't have another policy that's active with us since that time.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Mhm, I'll take note on that. Can I have the reference number, please?
[AGENT][POSITIVE] Yes ma'am, you will actually use my name along with today's date.
[CUSTOMER][NEUTRAL] Mhm. And just to confirm, your name is spelled as [PII]. Last name initial [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] All righty. Thank you so much, Ms. [PII], for your help.
[AGENT][POSITIVE] Well, you're, you're very welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. We're all good. You have a good one. Keep safe.
[AGENT][POSITIVE] OK. Well, I hope you have a nice afternoon as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][POSITIVE] You're welcome, bye bye.