AccountId: 011433970860
ContactId: eee76346-1f1b-40d1-8a83-bc3863a18aac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102400 ms
Total Talk Time (AGENT): 50632 ms
Total Talk Time (CUSTOMER): 26542 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/eee76346-1f1b-40d1-8a83-bc3863a18aac_20250219T21:40_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] This is [PII] M calling from Cloud Hospital trying to check members eligibility.
[AGENT][NEUTRAL] OK, I can help you with the eligibility, [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Member ID is 02506216.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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 the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] This is a supplement policy.
[AGENT][NEUTRAL] Correct, hold on one moment, let me go to the benefits.
[AGENT][NEUTRAL] Yes, this is their supplemental insurance, so we pay towards the co-pay, deductible and co-insurance after their primary insurance, on which we have listed as Humana.
[AGENT][NEUTRAL] I'm sorry, hold on one moment.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] It didn't switch over.
[AGENT][NEUTRAL] Blue Cross Blue Shield, my apologies.
[CUSTOMER][POSITIVE] OK alrighty thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you again.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.