AccountId: 011433970860
ContactId: d8bc22e6-ccaa-44d2-a455-aea9697841ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153820 ms
Total Talk Time (AGENT): 79631 ms
Total Talk Time (CUSTOMER): 37950 ms
Interruptions: 2
Overall Sentiment: AGENT=3.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/d8bc22e6-ccaa-44d2-a455-aea9697841ba_20250502T12:53_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, I was just calling for eligibility.
[AGENT][NEUTRAL] OK, you're needing eligibility only. You do not need benefits. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] 02560624
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments, [PII] to get the member's information pulled up please.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII], will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do see she is a dependent on this general plan and this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you will end up filing a claim with us for her once the claim has been processed by APO, we do have a portal that you should be able to check her claim status in, and the website for the portal is secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But you cannot verify benefits correct? Just to look at claims.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Yes, the portal is for claim status.
[CUSTOMER][NEUTRAL] OK, can you tell me, have any of.
[CUSTOMER][NEUTRAL] OK, um, can you tell me if any of her benefits have been used this year?
[AGENT][NEUTRAL] Uh, no, ma'am. They have not.
[CUSTOMER][POSITIVE] Great, alright, that's what I needed thank you so much.
[AGENT][POSITIVE] [PII], yes ma'am. All right. Well, you're certainly very welcome. So if that is all I can help you with today, thank you again for calling APL [PII], and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.