AccountId: 011433970860
ContactId: 0b35ee01-d837-4a2d-ace2-42c1373a7d93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313570 ms
Total Talk Time (AGENT): 86840 ms
Total Talk Time (CUSTOMER): 214917 ms
Interruptions: 9
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0b35ee01-d837-4a2d-ace2-42c1373a7d93_20250613T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Processing it over there.
[CUSTOMER][NEUTRAL] Yeah, [PII]. My name is [PII]. I'm calling from provider's office. I just want to know the eligibility for the patient.
[AGENT][NEUTRAL] I can help you with eligibility, [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The member ID for this patient, it's 24151.
[AGENT][NEUTRAL] 24151.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] does not
[CUSTOMER][NEUTRAL] You are working on account as you claim.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Even if the can cost you upgrading whether everything will you or not or not.
[AGENT][NEUTRAL] OK, do you have the member ID number?
[AGENT][NEUTRAL] I don't think that's the policy number.
[CUSTOMER][NEUTRAL] Uh, this is the member ID number.
[CUSTOMER][NEUTRAL] 24151.
[CUSTOMER][NEUTRAL] Just a second, how much, how it looks like.
[AGENT][NEUTRAL] Do you have a policy certificate number or anything like that? It should be a little bit longer than that.
[CUSTOMER][NEUTRAL] Yeah, yeah, just a second. I will check for that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] action.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, just check with the 024.
[CUSTOMER][NEUTRAL] 789-88 M as in [PII], L as [PII] Lima 7.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, this patient has 3 member ID number, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] for the date of birth, [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It looks like this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Mhm. Thank you.
[CUSTOMER][NEUTRAL] Uh, may I know the termination date?
[AGENT][NEUTRAL] Uh, this policy is active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, no time date available?
[AGENT][NEUTRAL] Uh, no, sir, we don't have timely filing limits.
[CUSTOMER][POSITIVE] Oh, thank you so much. No term date and no timely finding limit, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much. Just tell me with the mailing address, [PII].
[AGENT][NEUTRAL] OK, for claims, it's going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm hm.
[CUSTOMER][NEUTRAL] Alcohol.
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][POSITIVE] 731244. Thank you so much. Uh just help me with the oh sorry.
[AGENT][NEUTRAL] Uh yeah.
[AGENT][NEUTRAL] It's 71 moment, it's, it's [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Oh, thank you so much.
[CUSTOMER][NEUTRAL] And just help me with the payer ID.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] Mhm. Oh.
[CUSTOMER][POSITIVE] Thank you so much. I just, yeah, and the second one policy ID is correct, right?
[AGENT][NEUTRAL] Uh yeah. 247-8988. Yes, that's the policy number.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you so much. Just help me with the call reference number engineer for today's call.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date, so [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you so much, [PII], for assisting me. Have a great day. Happy weekend. Bye-bye.
[AGENT][POSITIVE] Thank you for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.