AccountId: 011433970860
ContactId: 01621c86-7628-425c-9cd4-72804293fc0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192580 ms
Total Talk Time (AGENT): 55477 ms
Total Talk Time (CUSTOMER): 65716 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/01621c86-7628-425c-9cd4-72804293fc0e_20250108T19:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from um Pine Lake Physician Practice.
[CUSTOMER][NEUTRAL] I just wanted to check eligibility on a patient to see if or if we might need um an authorization number as well.
[AGENT][NEUTRAL] OK, let's take a look, [PII]. What's that patient's policy number?
[CUSTOMER][NEUTRAL] I have it, um, see it's kind of a weird we have D 404-03558. That's the group number and the ID is just a bunch of nines. I'm not sure if that's correct.
[AGENT][NEUTRAL] Yeah, no, it starts with a D like in David.
[CUSTOMER][NEUTRAL] OK, so it's this one D 404035-58.
[AGENT][NEUTRAL] What's the patient's um first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanted to verify um eligibility since she's telling us that electronic eligibility is not available.
[AGENT][NEUTRAL] And you said date of birth is [PII] or is it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Good
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, so it looks like that member hasn't had a plan with us. I'm showing since [PII].
[CUSTOMER][NEUTRAL] OK, so it's, it expired in [PII].
[AGENT][NEUTRAL] Mhm. The, uh, it's [PII] was the last date of effectiveness.
[CUSTOMER][NEUTRAL] OK, and uh.
[CUSTOMER][NEUTRAL] Well, that's, uh, by any chance do you have a call reference number?
[AGENT][NEUTRAL] Mhm. Absolutely. references my name with my last initial and then today's date. My name again is [PII], that's spelled [PII] The last initial to my name is [PII].
[CUSTOMER][POSITIVE] Awesome. So I do hope you have an excellent day. Thank you for your time. Bye-bye.
[AGENT][POSITIVE] You're, you're welcome, madam. Bye-bye.