AccountId: 011433970860
ContactId: d422d92b-4d96-497f-8672-d63d190c8ca7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196910 ms
Total Talk Time (AGENT): 79129 ms
Total Talk Time (CUSTOMER): 58632 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/d422d92b-4d96-497f-8672-d63d190c8ca7_20250206T18:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling to check to see if a member has uh medical benefits.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, the previous rep said that you would probably not be able to pull it up under, um, I have a the wellness benefit ID number, so she suggested to use the social which is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [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] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And you said this is for his um medical policy?
[CUSTOMER][POSITIVE] Thank you for that and I'll.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so the policy number is 256.
[AGENT][NEUTRAL] 7895.
[AGENT][NEUTRAL] And the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, is there a group number that we should use when we bill a claim?
[AGENT][NEUTRAL] Hm. The group number is 70056.
[CUSTOMER][NEUTRAL] OK, and what is the claims address? Oh, so sorry.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh no, you're fine. Um, the claim's mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] And there is a payer ID as well if you need it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, so it's 64556.
[CUSTOMER][NEUTRAL] OK, I think that is all I need except a call reference number if you use this.
[AGENT][NEUTRAL] Sure. So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII], and again, my name is [PII]
[CUSTOMER][NEUTRAL] Yeah, so there's no.
[CUSTOMER][POSITIVE] OK, great. Thank you for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.