AccountId: 011433970860
ContactId: e192af24-32de-40da-93e4-942f95cd8c22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183479 ms
Total Talk Time (AGENT): 81260 ms
Total Talk Time (CUSTOMER): 44580 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/e192af24-32de-40da-93e4-942f95cd8c22_20250521T17:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I was just calling to verify a policy for a patient.
[AGENT][NEUTRAL] OK, are you needing just eligibility or do you need uh eligibility, excuse me, eligibility and benefits, both or just one or the other?
[CUSTOMER][NEUTRAL] Uh, just.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I can help you with that. And who am I speaking with please?
[CUSTOMER][NEUTRAL] Uh, this is [PII] calling with Saint David's Heart and Vascular.
[AGENT][POSITIVE] Thank you. And then what is a good call back number for you please, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII], and that is a direct line.
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is 01896417.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK [PII], thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and [PII], any information that is provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] It's, uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So on this supplemental policy, [PII], I see that he had been the subscriber. However, this policy is no longer active. This policy was active from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To its term date of [PII].
[AGENT][NEGATIVE] And he does not have another policy that is active with us beyond that point.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is your, is this for a future data service that you were calling about?
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] I, I, yeah, he has a follow-up appointment tomorrow, but I'll go ahead and take this insurance off of his account.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] Uh, no, that'll be it. Thank you so much.
[AGENT][POSITIVE] Well, you're very welcome and thank you for calling APL. I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh bye bye.