AccountId: 011433970860
ContactId: d30cd18c-a88f-4b3b-8d87-c0579122004a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202720 ms
Total Talk Time (AGENT): 92052 ms
Total Talk Time (CUSTOMER): 65858 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/d30cd18c-a88f-4b3b-8d87-c0579122004a_20250124T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], I was just calling uh to verify benefits for a patient. I'm calling from a provider's office.
[AGENT][NEUTRAL] OK, you're needing to verify benefits. Do you also need eligibility or just benefits?
[CUSTOMER][NEUTRAL] Um, yes, um, eligibility benefits, yes, ma'am.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and I'm calling with Clay County Board of County Commissioners or Clay County Fire Rescue.
[AGENT][NEUTRAL] OK, [PII], so you're needing to verify, you're with a group or you're with a provider?
[CUSTOMER][NEUTRAL] Um, I'm with Clay County Fire Rescue we provided, uh, ambulance services to this patient.
[AGENT][NEUTRAL] Oh, OK. All right. Yes, ma'am, I can help you. Uh-huh. What is a good callback number for you please, [PII]?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Um, that policy number is going to be 01962310M as in MaryL7.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please, [PII] to get all of the members' information pulled up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] Um, it's going to be [PII], so [PII] is the first name and [PII] is the last name. Um, the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you. So give me a moment, please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show that on this policy, [PII], she had been the spouse of the subscriber. Now, this supplemental policy was active from [PII].
[AGENT][NEUTRAL] And there is not another policy that's currently active. Is your data service beyond?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That time frame.
[CUSTOMER][POSITIVE] Yes ma'am, it sure is, yes ma'am.
[AGENT][NEUTRAL] Oh, OK. So yes, and there is no other active coverage with APL on [PII] at this time.
[CUSTOMER][POSITIVE] OK, well, I thank you so much for your help, Ms. [PII].
[AGENT][POSITIVE] Well, you are certainly very welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that'll do it.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] You're very welcome