AccountId: 011433970860
ContactId: f1445aeb-1d5d-48f8-8f96-2562f1e3579e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137580 ms
Total Talk Time (AGENT): 59658 ms
Total Talk Time (CUSTOMER): 49697 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f1445aeb-1d5d-48f8-8f96-2562f1e3579e_20250121T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], I was calling to see if a patient has active insurance.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] D as in dog 43731509
[AGENT][NEUTRAL] And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Uh, let me look and see if I do.
[CUSTOMER][NEUTRAL] Uh, yes, I do.
[AGENT][NEUTRAL] And on the card, um, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Yes, policy start number I do see it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's the policy number. What's that number there?
[CUSTOMER][NEUTRAL] 02517281
[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] [PII], birthday 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] And so and and just to um.
[CUSTOMER][NEUTRAL] The member ID is 02517281?
[AGENT][NEUTRAL] Yes, but you don't have to use the 0, if you'd like it's, it's optional.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and is there a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and again that's [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] All right, thank you so much for your help, [PII].
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that was everything.
[AGENT][POSITIVE] Alright well have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.