AccountId: 011433970860
ContactId: e4b599ae-67d0-4927-874b-9eb5780f91bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187330 ms
Total Talk Time (AGENT): 85536 ms
Total Talk Time (CUSTOMER): 78844 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/e4b599ae-67d0-4927-874b-9eb5780f91bd_20250429T18:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hire, this is [PII] with Link here. How are you doing today?
[AGENT][NEUTRAL] I'm fine. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, is this provider services or member?
[AGENT][NEUTRAL] Uh, I can help you probably. What is, what, how can I help you? First off, [PII], today?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] I was wanting to check and see if uh patients coverage is active as a secondary.
[AGENT][NEUTRAL] OK, you're needing to get eligibility for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, I can help you with that, [PII]. And what is a good call? Oh, you're welcome. Sure. And what's a good callback number for you?
[CUSTOMER][POSITIVE] I appreciate you, appreciate you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Uh, I have the group ID.
[AGENT][NEUTRAL] Mm, and now there's gonna be another number on their ID card.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't see an ID number on the card, um.
[AGENT][NEUTRAL] OK, on the front of the card where it has the member's name and their type of coverage or whatever, there should be another number besides the group number.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] All I see is the insured name coverage individual group effective date.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Then below it it says meta select group meds and uh let's see.
[CUSTOMER][NEUTRAL] Telephone numbers.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] You said that it has a member ID number on it for APL?
[CUSTOMER][NEUTRAL] It has APL member ID at the I mean.
[AGENT][NEUTRAL] OK, what's that number, [PII]? Go ahead and give me that.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 14301.
[CUSTOMER][NEUTRAL] 63.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and any information that I provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Birth date
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] OK, thank you. So she had been a subscriber on this supplemental policy, but [PII], this policy is no longer active. This policy was active from [PII].
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] He said
[AGENT][NEUTRAL] And she does not have any other coverage beyond that point with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I just needed to verify.
[AGENT][NEUTRAL] All right then. And is there anything else I could help you with today?
[CUSTOMER][POSITIVE] That's all hon. You have a great day.
[AGENT][POSITIVE] I hope you do too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.