AccountId: 011433970860
ContactId: e1bf3583-bc68-41f3-ba70-f602c0b2193c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126430 ms
Total Talk Time (AGENT): 72028 ms
Total Talk Time (CUSTOMER): 33623 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/e1bf3583-bc68-41f3-ba70-f602c0b2193c_20250618T12:06_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] and I'm calling for eligibility on a secondary insurance, please.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility and you do not need benefits. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] Um, the best callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Yes, 023.
[CUSTOMER][NEUTRAL] 89
[CUSTOMER][NEUTRAL] 232 ML 8.
[AGENT][NEUTRAL] OK, thank you, [PII], one moment while I get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so actually, on this particular policy I do see that he had been the subscriber, but this policy is no longer active. The policy had an effective date of [PII], and this one termed [PII]. Let me see if he has another policy that is currently active, and no ma'am, he does not.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. There's, well, you're certainly very welcome. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] OK, no worries, thank you so much for your time.
[CUSTOMER][POSITIVE] No, that'll be all thank you so much for your time.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Bye-bye. Thank you.