AccountId: 011433970860
ContactId: 101a31eb-250d-4ba7-aeae-4c6a9fcb5a7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182179 ms
Total Talk Time (AGENT): 67440 ms
Total Talk Time (CUSTOMER): 77337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/101a31eb-250d-4ba7-aeae-4c6a9fcb5a7f_20250327T16:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from provider's office to check on eligibility.
[AGENT][POSITIVE] All right. I'm happy to check on eligibility. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's 02419348 letter M as in Mike, L Liam, number 7.
[AGENT][NEUTRAL] And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes. The patient name is, his name is [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you. One moment.
[CUSTOMER][POSITIVE] Yeah, sure, take your time.
[AGENT][NEUTRAL] Right, so it looks like the member does have an active plan. The effective date is [PII]. That is another policy number. Would you like to write that down?
[CUSTOMER][NEUTRAL] OK. So I want to know that the, the ID which I given is not active right now.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Could you please give me the effective date and confirmation date for this ID?
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] Termination date is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. Thank you, thank you for that. I just want to know that. And uh for that time, the patient is self all dependent?
[AGENT][NEUTRAL] Dependent.
[CUSTOMER][NEUTRAL] Independent. OK. I just want to know that that's why I called.
[CUSTOMER][NEUTRAL] So, thank you, sir. Thank you for the information. And could you please forward me the claim mailing address and payer ID?
[AGENT][NEUTRAL] Claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. Thank you for this information. Yeah. And for the verification, could you please provide me the card reference number?
[AGENT][NEUTRAL] Call references my name with my last initials in today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK. So thank you, sir. Thank you for the service. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] You too. Bye-bye.