AccountId: 011433970860
ContactId: fcb8c0e7-baef-44e1-adbb-cc0fa52339c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281459 ms
Total Talk Time (AGENT): 83728 ms
Total Talk Time (CUSTOMER): 96094 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/fcb8c0e7-baef-44e1-adbb-cc0fa52339c4_20250424T18:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], this is [PII] from Pro office and regarding the claims that means the eligibility member's eligibility.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number D 445.
[CUSTOMER][NEUTRAL] 04302.
[AGENT][NEUTRAL] Thank you. And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Yeah, I do have that.
[AGENT][NEUTRAL] On the ID card, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] It should start with a 01 or 02. OK.
[CUSTOMER][NEUTRAL] One moment, I'll check that.
[CUSTOMER][NEUTRAL] Yeah, what I need to check here an ID card. Yeah, I opened the ID card now.
[AGENT][NEUTRAL] OK, um, it should say in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Yeah, I'm calling from the provider.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, and can you please repeat that?
[CUSTOMER][NEUTRAL] Mm, don't have the details. I think um.
[AGENT][NEUTRAL] OK, I can also look it up with the member's first and last name or their full social.
[CUSTOMER][NEUTRAL] No, I, yeah, um, sure, I don't have it. I have member ID and the name.
[CUSTOMER][NEUTRAL] So I'm trying to give you them.
[AGENT][NEUTRAL] OK, what's the member's first and last name?
[CUSTOMER][NEUTRAL] Member's name is the first name is [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Basically.
[CUSTOMER][NEUTRAL] Member ID number is
[CUSTOMER][NEUTRAL] 3681.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Hold on one moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your name please for the recommendation.
[AGENT][NEUTRAL] My name is [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Remember his name.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And is this for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] Can you verify the member's date of birth?
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the member doesn't have an active policy with us. The policy was active from [PII].
[CUSTOMER][NEUTRAL] So I don't know why you need the.
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] No active policy on [PII], right?
[AGENT][NEUTRAL] Right, no, there's no other active with um APL, no other policy.
[CUSTOMER][NEUTRAL] Oh, OK, perfect. May I get the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thanks for strength and have a good day. Bye for now.
[AGENT][NEUTRAL] You're very welcome, [PII]. Was that, was there any