AccountId: 011433970860
ContactId: d4c6bf7d-4582-4273-bb06-1883880beeab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174919 ms
Total Talk Time (AGENT): 64516 ms
Total Talk Time (CUSTOMER): 50575 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/d4c6bf7d-4582-4273-bb06-1883880beeab_20250415T18:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify eligibility for one of your members.
[AGENT][NEUTRAL] OK, yeah, I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] First name is [PII] last initial is [PII]
[AGENT][NEUTRAL] Hi, [PII], thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. It is.
[CUSTOMER][NEUTRAL] 02284298
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh first name is [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] It looks like this policy is effective [PII], and it's currently active.
[CUSTOMER][NEUTRAL] OK, and is this um.
[CUSTOMER][NEUTRAL] Does this policy provide medical coverage as far as like annual wellness exams and things like that?
[AGENT][NEUTRAL] Um, the policy number you gave me is for the dental plan. Let me see if they have a.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, the patient must have given us the wrong ID number.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Oh, I have another 5 digit number. Does that count too?
[AGENT][NEUTRAL] Uh, sure. What is that number?
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Oh, OK, that's our payer ID. Let me see. So they have dental.
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[AGENT][NEUTRAL] I see what else they have short term disability. Let me see.
[AGENT][NEUTRAL] A group term life and
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check this other policy real quick.
[CUSTOMER][POSITIVE] No problem. Thank you so much.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] For telling me that it's dental.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] No, no wellness coverage on their dental.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK, so they do have a limited um.
[AGENT][NEUTRAL] It's like a limited major medical, but that's administered through uh web TPA.
[AGENT][NEUTRAL] Um, I can give you their number and transfer you if you like.
[CUSTOMER][POSITIVE] Sure, that'd be great.
[AGENT][NEUTRAL] Um, so just in case I lose you, their number is [PII], and then I'll get you transferred over, OK?
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.