AccountId: 011433970860
ContactId: e62db751-273e-4e3e-9b03-6dec16d63b2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129750 ms
Total Talk Time (AGENT): 58730 ms
Total Talk Time (CUSTOMER): 50967 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/e62db751-273e-4e3e-9b03-6dec16d63b2b_20250121T19:27_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, [PII], this is [PII]. I just want to check the eligibility of the patient.
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility. You do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Mm, give me a moment, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Member policy number is 01847370 M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So this policy number that you provided for me is no longer active. This policy was active from [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Just [PII].
[AGENT][NEUTRAL] She does not currently have an active policy with APL.
[CUSTOMER][NEUTRAL] Uh, so, sorry, uh, uh.
[CUSTOMER][NEUTRAL] OK, got it, ma'am. It is [PII] effective date and the termination date is [PII]. Am I correct?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][POSITIVE] [PII]. Thank you so much, ma'am. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Mhm. That is correct. Yes, ma'am, you're very, uh, you're very welcome. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much. Have a nice day, ma'am. Bye bye.
[AGENT][POSITIVE] Yes, ma'am. I hope you have a nice afternoon too, and thank you again for calling APL.