AccountId: 011433970860
ContactId: e9e8bb46-de2d-4239-ac1e-58fd703c9fd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269089 ms
Total Talk Time (AGENT): 105098 ms
Total Talk Time (CUSTOMER): 73181 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e9e8bb46-de2d-4239-ac1e-58fd703c9fd5_20250609T19:37_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, this is uh calling from provider office, and I'd like to have eligibility information for a patient.
[AGENT][NEUTRAL] OK, I, can you repeat that, please? It was very muffled and fast. I heard provider and [PII], I think.
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and I'm calling from provider office.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'd like to have eligibility information for a patient.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Eligibility. OK. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my call back is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Thanks, and may I have the policy number.
[CUSTOMER][NEUTRAL] So D as a debit 4913 consecutive 065.
[AGENT][NEUTRAL] Thank you. And do you have a copy of the member's ID card available?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. May I have the member's first and last name?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The first name of this patient is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's uh yeah, it's [PII]
[AGENT][NEUTRAL] OK, so that's correct. Hold on one second. I'm gonna look with the name. That the number that you gave is the policy number for 90 Degree benefits. Um, so we're unable to use that in our systems, but I'm going to try with the name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said the first name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's like
[AGENT][NEUTRAL] OK, hold on one moment, just waiting for the names to pop up.
[AGENT][NEUTRAL] And this is for the hospital indemnity policy?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] This is for the medical policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment and the policy number is 261.
[AGENT][NEUTRAL] 4134.
[AGENT][NEUTRAL] The policy is active?
[AGENT][NEUTRAL] And it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yeah, is there any group number for this question?
[AGENT][NEUTRAL] The group number is 70095.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you verify the client mailing address?
[AGENT][NEUTRAL] Yes, our mailing address is [PII]. Well, it's going to IMA so it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, thank you for the verification and may I know your name and call reference number?
[AGENT][NEUTRAL] Sure, my name is [PII] initial to my last name is [PII], and there is no call reference number, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] OK, thank you for the information and uh have a nice day thank you bye bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and I hope you have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Yeah