AccountId: 011433970860
ContactId: f1f3635a-54f4-4d25-a4e9-94d2724da2dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159119 ms
Total Talk Time (AGENT): 67236 ms
Total Talk Time (CUSTOMER): 79514 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/f1f3635a-54f4-4d25-a4e9-94d2724da2dc_20250117T14:30_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, my name is [PII], and I work with Midlands Orthopedics and Neurosurgery. Um, I just had a patient give us an APL card and so I wanted to call and verify benefits, um, and kinda understand better if it's like a supplement plan for him or what exactly it is.
[AGENT][NEUTRAL] OK. Well, I can definitely help you with the eligibility and the benefits and coverage. Um, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, um, my callback number is [PII], and my direct extension is [PII].
[AGENT][POSITIVE] Thank you for that. And then the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's 01673475.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII] is the last name. Date of birth [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]. So this is their meddling policy, so this is a supplemental, um, like a gap insurance policy. We pay towards the copay, deductible and co-insurance of coverage charges after primary.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's kind of like a secondary to his Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yes, we are 2nd to, let me see, yes, to his Blue Choice plan.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. OK, I, I just have never seen this, so I was just curious, um.
[AGENT][POSITIVE] No, that's totally fine. That's what we're here for.
[CUSTOMER][NEUTRAL] So, well, that's good. OK, so he is still active and has been active since um the [PII] you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And then can I get a reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name, which is [PII] The first initial to my last name is [PII] and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Beautiful that works.
[CUSTOMER][POSITIVE] All right well thank you so much that's all I needed.
[AGENT][POSITIVE] All right, sir. Well, thank you so much for calling APL. I hope you have a great day and a great weekend as well.
[CUSTOMER][POSITIVE] Well thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.