AccountId: 011433970860
ContactId: f8754a1b-169a-4ca7-8dfb-1c5408942390
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193750 ms
Total Talk Time (AGENT): 86393 ms
Total Talk Time (CUSTOMER): 52380 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f8754a1b-169a-4ca7-8dfb-1c5408942390_20250421T12:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi [PII], this is. I'm calling from Vanguard Urology. Can you hear me?
[AGENT][NEUTRAL] I, uh, well, I could not at first, no, ma'am. So could you please repeat what you said?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII]. I'm calling from Vanguard Urology. Doctor [PII]'s office. I'm trying to get benefits for one of our patients.
[AGENT][NEUTRAL] OK, you're needing to get benefits, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Do you also need eligibility or only benefits?
[CUSTOMER][NEUTRAL] Well, yes, eligibility and benefits.
[AGENT][NEUTRAL] OK, and could you spell your first name for me, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] I see I feel I can help with both of those things you're needing help with this morning. And what is a good callback number for?
[AGENT][NEUTRAL] You please.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] I have here.
[CUSTOMER][NEUTRAL] 01659137
[AGENT][NEUTRAL] Thank you. One moment while I get the member's information pulled out.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh-huh. You're welcome.
[AGENT][NEUTRAL] And are still any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's for [PII], and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now I show that he had been the subscriber on the supplemental policy, but it is no longer active. This policy was active from [PII] to its term date of [PII], and there is no other active policy with APL beyond that point.
[CUSTOMER][NEUTRAL] OK, perfect. Well, I'll go ahead and let the patient know. And I'm sorry, I didn't catch your name at the beginning of the call.
[AGENT][NEUTRAL] Yes, my name is [PII] and you would use my name along with today's date if you need a call reference number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII] for your help and you have a wonderful rest of your day.
[AGENT][POSITIVE] I hope you have a wonderful day too, or as I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that will be all. Thank you.
[AGENT][POSITIVE] OK, well, you're welcome. And again, thank you for calling APL.
[CUSTOMER][POSITIVE] Uh, thank you. Bye-bye.