AccountId: 011433970860
ContactId: dc4ed4f4-e0e9-4b34-9afa-0e89e8de970a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273279 ms
Total Talk Time (AGENT): 115430 ms
Total Talk Time (CUSTOMER): 81221 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/dc4ed4f4-e0e9-4b34-9afa-0e89e8de970a_20250121T19:58_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, [PII]. This is [PII] calling from provider's office to check the member's eligibility. Can you help me with this?
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Yes, [PII], you need to check eligibility only and not benefit information also, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes. Be it means like, uh, policy is active or not for the date of service.
[AGENT][NEUTRAL] I can help you with that, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Oh, I don't have that information, but I can provide you the name and date of birth.
[AGENT][NEUTRAL] I can't search by the date of birth. I can try by the name. What is the last name?
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Uh so my first name is uh [PII]. Last, first name, I will spell that is [PII] Last name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Spell the last name, please.
[CUSTOMER][NEUTRAL] It is [PII] with the date of birth, [PII].
[AGENT][NEUTRAL] OK, so give me just a moment because I cannot search by the date of birth. I'm going to have to try to locate by the name first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] And what again was his date of birth?
[CUSTOMER][NEUTRAL] So date of birth is for uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and any information that I did provide for you, [PII] will be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] So I've located an active policy for this number. Uh, the policy number is 01306689.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is active with an effective date of [PII].
[AGENT][NEUTRAL] If you are going to be submitting a claim to APL, you, we must also have a copy of the primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] Along with the claim for review and then once we have processed our claim, you should be able to access our EOB and check claim status by going to our portal at [PII].
[CUSTOMER][NEUTRAL] OK. So can you tell me, uh, like, uh, what is the termination date for this uh policy?
[AGENT][NEUTRAL] There is no term as I explained, this policy is active, which means there is no termination date.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK. So can you help me with the call license number?
[AGENT][NEUTRAL] Sure, it would be my name along with today's date.
[CUSTOMER][NEUTRAL] How do you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] OK. [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. OK. And last name initial?
[AGENT][NEUTRAL] S
[CUSTOMER][POSITIVE] Thank you so much. And uh your uh the license number would be your name and today's date, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. OK. I see, I'm done with this.
[AGENT][NEUTRAL] And can I help you with anything else, [PII]? OK, then. Well, if that's all I can.
[CUSTOMER][POSITIVE] No, I'm done with this. Thank you so much for.
[AGENT][POSITIVE] You're welcome, madam. And if that's all then that I can help with, thank you again for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you so much.