AccountId: 011433970860
ContactId: f9e031b1-3fa2-4362-9586-d4063eb168d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122199 ms
Total Talk Time (AGENT): 58077 ms
Total Talk Time (CUSTOMER): 69665 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f9e031b1-3fa2-4362-9586-d4063eb168d8_20250319T18:21_UTC.wav
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[CUSTOMER][NEUTRAL] That's all we're doing yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I'm calling from Holy Cross Group. Um, I was calling to verify patients insurance.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yes, it is, let me go back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, is it?
[CUSTOMER][NEUTRAL] Is it the one that says um outpatient benefits on cert number or is that one OK so it's 01881626 ML 8.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, yes, it's [PII], um, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this particular policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's everything.
[AGENT][NEUTRAL] But they do have an active um policy that began that that's becoming effective [PII]. Well, so this is still active until [PII], I guess I can say.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see. OK, so it will be OK, right, OK, that makes sense.
[AGENT][NEUTRAL] It's lapsed in the system, but yeah.
[AGENT][NEUTRAL] And then, do you want me to give you that other policy number?
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK, so it's 247.
[AGENT][NEUTRAL] 3171.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 247-3171. OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that should be it thank you so much.
[AGENT][POSITIVE] Thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye-bye.