AccountId: 011433970860
ContactId: e4fe7887-555e-4a66-858a-1c3695b4e1e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355440 ms
Total Talk Time (AGENT): 129332 ms
Total Talk Time (CUSTOMER): 124103 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e4fe7887-555e-4a66-858a-1c3695b4e1e0_20250513T18:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling on behalf of a patient from uh [PII] to verify eligibility for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII]. The phone number is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that. And um the member's policy number?
[CUSTOMER][NEUTRAL] The policy number is gonna be D as in dog 43,302,090.
[AGENT][NEUTRAL] OK, do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Um, it's in our system, yeah.
[AGENT][NEUTRAL] OK, on the ID card, do you see anywhere that says in hospitals or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So it's OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It should start with a 01 or 02.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, not on his card.
[AGENT][NEUTRAL] OK, what's the member's um first and last name? So basically that D number is for 90 degree benefits, um, so we can't use it in our system, but I'm gonna check and see if there is a policy here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, if not, did you call at [PII]?
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, I called an [PII].
[AGENT][NEUTRAL] OK, so you called us directly. OK, what's the member's first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII], I'm just waiting to see if any policies populate. Hold on one moment.
[AGENT][NEUTRAL] Does he have a middle initial?
[CUSTOMER][NEUTRAL] Um, let me check his ID.
[CUSTOMER][NEUTRAL] I don't see it on our system, but I can look at his ID.
[CUSTOMER][NEUTRAL] Uh, [PII] last, his middle name.
[AGENT][NEUTRAL] OK, this might be him. Hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] If you have, if you need an address, I can have an address for you.
[AGENT][NEUTRAL] Oh no, it's OK. I can't see anything until I get into it, but do you have the date of birth?
[CUSTOMER][NEUTRAL] If that helps.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] and this is for the medical policy.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and all the information provided is a verification of benefits, not a guarantee of payment. So the policy number is 247.
[AGENT][NEUTRAL] 492 4.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the policy is still active and has been effective since [PII].
[CUSTOMER][NEUTRAL] [PII] and does he have a copay for specialty?
[AGENT][NEUTRAL] Oh, hold on.
[AGENT][NEUTRAL] Well, not on this policy. So this policy is a hospital indemnity policy.
[AGENT][NEUTRAL] So it's a limited medical policy, so we don't um apply co-pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it's all I needed and you said it was the effective date was [PII]?
[AGENT][NEUTRAL] Yes, [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK, I have a quick question. I don't know if you'll be able to answer. It's OK if you don't, but.
[CUSTOMER][NEUTRAL] So should I change his ID number to the ID that you gave me instead of the D as in dog 433?
[AGENT][NEUTRAL] Yes, yes, mhm, because we can't use that number in our system. That's for a different company.
[CUSTOMER][NEUTRAL] Oh, OK, OK, and it's the 9090 degree benefit correct?
[CUSTOMER][NEUTRAL] Before.
[AGENT][NEUTRAL] Yeah, he, so there should be an APL card that'll have our information on it. He may have given you the card from his employer, um, but yeah, that the number is for 90 degree benefits, but the 247 number is his APL policy number.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And then if I can, I don't know if you can still see, can I verify you one more time for that ID number?
[AGENT][NEUTRAL] The ID number 247.
[AGENT][NEUTRAL] 492 4.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Alrighty and then what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Awesome thank you and is there a reference number for the call?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much Ms. [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.