AccountId: 011433970860
ContactId: eb41d8a8-f7c4-426b-8224-25fc125ad15f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118389 ms
Total Talk Time (AGENT): 50765 ms
Total Talk Time (CUSTOMER): 43171 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/eb41d8a8-f7c4-426b-8224-25fc125ad15f_20250606T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a facility and I just need to let you know the entire call will be monitored and recorded for quality and compliance purposes. I am just calling to verify eligibility for a member.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. And first, could I get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 023 04345.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, it's for inpatient, but I don't need any of the benefit information. Um, you guys, you guys are secondary payers, correct? You do not keep a coordination of benefits on file?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have a reference number?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for your help, [PII] You have a great weekend.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Mhm.