AccountId: 011433970860
ContactId: ddd8a82a-ccda-4fb6-a335-c0c83d3e8c00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232630 ms
Total Talk Time (AGENT): 73070 ms
Total Talk Time (CUSTOMER): 138759 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/ddd8a82a-ccda-4fb6-a335-c0c83d3e8c00_20250117T14:05_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. It's [PII]. Good morning.
[AGENT][NEUTRAL] Good morning, [PII].
[CUSTOMER][NEUTRAL] So I have um a provider's office on the line that I just spoke to and she called back and she got me again but she told me she was gonna be calling back on our initial call. She was calling to get eligibility and benefits on a member. The policy number is going to be 186.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9602.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she is trying to check um eligibility for part two.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I told her that I gave her the effective in term dates, however, she says that she had when a policy is no longer active, she has to get double verification of that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've never gotten a call like this before. Honestly, this is the first one in the years with APL I've gotten a call like this. But the ladies, yeah, OK, so the name is, her name is [PII]
[AGENT][NEUTRAL] Me either.
[AGENT][NEUTRAL] Yeah, me too. I haven't heard that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The callback number that she gave me is actually the one that's up on the screen.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you can say that, the policy number again is 1869602 and she's calling for part two.
[AGENT][NEUTRAL] OK, got it. OK.
[CUSTOMER][POSITIVE] OK, well thank you so much [PII] and if I don't talk to you again, which I probably won't be a voice, but um I hope you have a great day and a nice weekend, OK?
[AGENT][POSITIVE] You too, [PII]. Thank you.
[CUSTOMER][POSITIVE] Alright, you're welcome. So here comes [PII]. Thank you. Bye-bye.
[AGENT][POSITIVE] All righty. Uh-huh.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK, this is [PII], uh, with the American Public Life and the colleague transferred the call stating that you need um
[AGENT][NEUTRAL] Someone else to verify that the eligibility for part two.
[CUSTOMER][NEUTRAL] Yes, um, so my name is [PII]. Last initial is [PII] I'm on a recorded line. I'm calling to verify, um, but if it's for a patient coming in the office for infusion therapy, and I have specific procedure codes. But yeah, I got connected uh with her again, so I was like, um, is there anyone else?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so what information are you needing? You need to verify whether the policy is active?
[CUSTOMER][NEUTRAL] Um, well, I need benefits, um, but whenever I call to get them, she stated that the patient was termed, so whenever a patient's termed, I have to confirm that that twice, so.
[AGENT][NEUTRAL] Uh, OK. So right now I'm basically verifying if the patient is actually no longer active. Is that correct?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I do show that the policy is no longer active, effective [PII].
[AGENT][NEUTRAL] Uh, the effective date of the policy was [PII].
[CUSTOMER][NEUTRAL] And when did they turn?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty well I appreciate it. Do you have a reference number for me?
[AGENT][NEUTRAL] You'll use my name in today's date, [PII]. It's [PII], first initial and last name is [PII], and did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, I'm just gonna go over with you, make sure this is correct, so the patient is termed, um, they turned on [PII] and they have no coverage.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All [PII]. You have a nice rest of your day.
[AGENT][POSITIVE] You too, thanks for calling [PII] have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.