AccountId: 011433970860
ContactId: e9a3395b-1463-45a8-a718-a0839502f5cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148520 ms
Total Talk Time (AGENT): 58621 ms
Total Talk Time (CUSTOMER): 67403 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e9a3395b-1463-45a8-a718-a0839502f5cf_20250402T20:43_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, [PII], yes, good afternoon. My name is [PII]. I am calling from Green Clinic with Dr. [PII]. I'm trying to, um, I guess see if a patient's plan is active and get their benefit information, please.
[AGENT][NEUTRAL] OK. Well, I can definitely help you um with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes, I have a direct line at [PII].
[CUSTOMER][NEUTRAL] And the policy number I believe is 430746.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] His card is kind of old and rubbed off here.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] This patient, I'm sorry, her, this patient is [PII]. Date of birth for her is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] It's active? OK, um, if they have a primary, how do you all come in?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hold on one second, let me see.
[AGENT][NEUTRAL] Oh, this is a cancer policy. So there's no coordination of benefits, it's just an additional cancer policy. Um, primary, of course, would be first and then, however,
[AGENT][NEUTRAL] You all bill to us, we'll, we'll, um, process it as it's received.
[CUSTOMER][NEUTRAL] OK, I got you. It does it they're actually they have skin cancer.
[CUSTOMER][POSITIVE] OK, but it is active then. OK, thank you so much, Miss [PII]. I do appreciate it. Do you give call reference numbers?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] 4 and today's day 2. Awesome thank you you have a good rest of your day. I appreciate it.
[AGENT][POSITIVE] You also, [PII], and thanks for calling APL. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye.