AccountId: 011433970860
ContactId: ea92b226-997a-4a2b-b259-97183c1dba2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261350 ms
Total Talk Time (AGENT): 80232 ms
Total Talk Time (CUSTOMER): 135084 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/ea92b226-997a-4a2b-b259-97183c1dba2e_20250306T22:19_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]. My name is [PII]. I'm calling to get eligibility on a member.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, um, it is 60801.
[AGENT][NEUTRAL] So that's our payer ID. Do you have the member's ID card available?
[CUSTOMER][NEUTRAL] Uh, I don't.
[CUSTOMER][NEUTRAL] That's the pair ID that someone put.
[CUSTOMER][POSITIVE] I'm sorry to laugh. I'm sorry. Oh my God.
[AGENT][POSITIVE] Yes. It's OK.
[CUSTOMER][NEUTRAL] I'm just calling to verify this information is in here. OK, let me, let me look and see if there's um I knew it was kind of short, but I'm like, hey, who knows.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I can look it up with the social, um, if you have the full social or the member's first and last name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, let's see if I have that. Ah yes, I have the social, yes. And first and last name. Mhm.
[AGENT][NEUTRAL] OK, and what's the social?
[CUSTOMER][NEUTRAL] Yeah, because I don't have a, OK, the, um, the social is, let me see, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK, you're welcome. And I'm looking for a card as well.
[CUSTOMER][NEUTRAL] OK, no, just have the ad admin and Humana cards on file. No APL card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the member's first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [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 246.
[CUSTOMER][NEUTRAL] 01 2nd, let me put that in here. I'm sorry. OK, let me cut this copy. I have an 80042 as the group number, so take that out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, that's the group number. I'm, I'm giving you the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK good thank you. OK, so what is it?
[AGENT][NEUTRAL] So it's 246.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2025.
[CUSTOMER][NEUTRAL] 24,620.
[CUSTOMER][NEUTRAL] 25 and then you said the payer ID.
[CUSTOMER][NEUTRAL] What's the other number? OK.
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] OK. OK. So is this an active plan?
[AGENT][NEUTRAL] Yes, the policy has been active since [PII].
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII] to present. OK. No, no term date, right?
[AGENT][POSITIVE] Correct, no time day yet.
[CUSTOMER][NEUTRAL] OK, thank you. Is, is your name [PII] with one or two Ns?
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII], um, I'm just trying to make sure that this um claims address is correct. I have a [PII].
[AGENT][NEUTRAL] Yes, that's correct. [PII].
[CUSTOMER][NEUTRAL] Yes, exactly. OK, great. OK, [PII], do you give the first initial of your last name?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK. And reference numbers?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much, [PII], for your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thanks, [PII]. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.