AccountId: 011433970860
ContactId: e77a7bac-40d7-4e9e-a548-cd1bb7f6e472
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161330 ms
Total Talk Time (AGENT): 70517 ms
Total Talk Time (CUSTOMER): 45307 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/e77a7bac-40d7-4e9e-a548-cd1bb7f6e472_20250227T20:06_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] Um, hi [PII]. My name is [PII] with Suma Physicians, and I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefits as well?
[CUSTOMER][NEUTRAL] No, just eligibility.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02110561 ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] 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 date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so she had been the subscriber on this policy, [PII]. Um, the policy had been effective [PII], but it is no longer active. This policy termed as a 4-12024, and there is no other active coverage with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So, is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] Um, just your name and if you have a, um, reference number.
[AGENT][NEUTRAL] Again, my name is [PII].
[AGENT][NEUTRAL] And my name in today's date will be your call reference number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] OK, well, you're welcome, [PII], and thank you again for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You as well mhm bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome bye.