AccountId: 011433970860
ContactId: e7a88d84-24f3-495f-a7fb-efccb1d07b8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170270 ms
Total Talk Time (AGENT): 79829 ms
Total Talk Time (CUSTOMER): 27418 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/e7a88d84-24f3-495f-a7fb-efccb1d07b8e_20250122T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to get benefits for a patient please [PII].
[AGENT][NEUTRAL] OK, you're needing benefit only or do you need also need eligibility with benefits?
[CUSTOMER][NEUTRAL] Eligibility and benefits and to see if prior authorizations required.
[AGENT][POSITIVE] Yes, I can help you and who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is the member's policy number, please?
[CUSTOMER][NEUTRAL] That is 1231562.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I can see [PII] she was a subscriber on this supplemental policy, but this supplemental policy is no longer active.
[AGENT][NEUTRAL] This policy was active from [PII].
[AGENT][NEUTRAL] So, it's been a little while since this one was active. She did have another policy after that, but it, uh, it's no longer active. It termed in 121 of 19. She does not have any other policy with us beyond that point in time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As of now.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what was your name again?
[AGENT][NEUTRAL] [PII] and you would use my name along with today's date [PII] if you need a call reference number.
[CUSTOMER][POSITIVE] All right thank you very much, [PII].
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope that you have a very nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.