AccountId: 011433970860
ContactId: fd90bee3-451d-4611-bfe9-84ba95104156
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108269 ms
Total Talk Time (AGENT): 42976 ms
Total Talk Time (CUSTOMER): 54387 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/fd90bee3-451d-4611-bfe9-84ba95104156_20250219T19:07_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] Oh hi. Good afternoon, [PII]. My name is [PII] calling from uh specialist office visit. Um, just calling to check the benefits eligibility for uh for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02284016, M as mom, L as Louis, and the letter, I'm sorry, and the number 8.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And can you verify the members?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yes, of course, it's [PII]. [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].
[AGENT][NEUTRAL] And were you wanting to check specialist office visits?
[CUSTOMER][NEUTRAL] No, no, no, no. Um, that's OK, that's all we need to know, OK, cause she has uh uh a primary, another different primary insurance.
[CUSTOMER][NEUTRAL] OK, thank you, [PII]. Can I have a reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Oh, perfect. Thank you, [PII]. Have a great day.
[AGENT][NEUTRAL] You also, was there anything else I can help with?
[CUSTOMER][POSITIVE] Oh, no, no. Thank you so much.
[AGENT][POSITIVE] All right, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.