AccountId: 011433970860
ContactId: da66c4bc-db76-45da-94d5-d9872cdce23d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171899 ms
Total Talk Time (AGENT): 64468 ms
Total Talk Time (CUSTOMER): 89303 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/da66c4bc-db76-45da-94d5-d9872cdce23d_20250602T18:16_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm a provider calling to verify eligibility on a member.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have 01719340 M as in Mary, L as in Louis 8.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII], last name [PII], and date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, no, go ahead, I'm sorry, I interrupt you.
[CUSTOMER][NEUTRAL] This is for.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $6600.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Perfect. Can you please verify me the same billing address, please?
[AGENT][NEUTRAL] Claims mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And that's in [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, the situation is gonna verify that uh.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Thank you. Do you know if this is a secondary or primary insurance?
[AGENT][NEUTRAL] We're the secondary, we're the gap insurance.
[CUSTOMER][POSITIVE] But I'm very glad that
[CUSTOMER][NEUTRAL] Thank you, and uh the member ID provided you is correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Any group number or group name?
[AGENT][NEUTRAL] The group number is 24679 and the group name is SBL Freightliner.
[CUSTOMER][NEUTRAL] SDL?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Any reference number for this call?
[AGENT][NEUTRAL] Reference is just gonna be my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's it, [PII]. Thank you very much. Have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK, but the reason I got the question one now is because I'm verified that those.
[AGENT][NEUTRAL] Right.