AccountId: 011433970860
ContactId: f2384176-99fa-4173-93f7-f9db77dae5a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193289 ms
Total Talk Time (AGENT): 82683 ms
Total Talk Time (CUSTOMER): 48516 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/f2384176-99fa-4173-93f7-f9db77dae5a3_20250523T17:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, I just needed to verify eligibility for a patient.
[AGENT][NEUTRAL] OK. You just need the eligibility. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and the member's policy number, please?
[CUSTOMER][NEUTRAL] 023232-36.
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] It's just you can't have too much.
[CUSTOMER][NEUTRAL] I don't know how she is. OK, I would give it to you, but I don't know how strict she is on steroids.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'll give the gabapentin for the change.
[AGENT][NEUTRAL] Oh, may I place you on a brief hold for just a moment, please?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh I I'm so sorry about that. Thank you for holding for me. OK, so any information again that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that she had been the subscriber, is this for a future data service?
[CUSTOMER][NEUTRAL] Uh, yes, it's for Tuesday.
[AGENT][NEUTRAL] Alright, so let me double check something.
[AGENT][NEUTRAL] OK, so this supplemental policy, she had been a subscriber on Holly, but this policy is no longer active. It was active from [PII] to its term date.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] And she does not have another policy that picked up after that.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK. Well, is there anything else I could help you with today?
[CUSTOMER][POSITIVE] No that is everything I needed I appreciate your help thank you so much.
[AGENT][POSITIVE] Well, you absolutely, you are very welcome and thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you too. Bye bye.
[CUSTOMER][NEUTRAL] Bye.