AccountId: 011433970860
ContactId: 103095d2-bcdb-4353-b4c9-72e5219d037f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209220 ms
Total Talk Time (AGENT): 65440 ms
Total Talk Time (CUSTOMER): 114583 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/103095d2-bcdb-4353-b4c9-72e5219d037f_20250317T15:05_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes. Hi, [PII]. I'm calling to get eligibility on a member.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] I'll be happy to.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] OK, it is 02212916.
[CUSTOMER][NEUTRAL] And it has ML 8 on the back of it.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, so it's an outpatient. Um, she's coming to see her primary care. I all that I need is, um, eligibility. So you said that it is, she is eligible for outpatient.
[AGENT][POSITIVE] She's fine, correct.
[CUSTOMER][NEUTRAL] OK. OK. OK, um, [PII], is that [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and you said effective [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 0 81222. I'm sorry.
[CUSTOMER][NEUTRAL] 322. OK, to present. OK, [PII]. Thank you. Um, do you get reference numbers?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You know what, yes, now that I'm looking at this, um, this plan, I just wanna make sure because I, um, I, I think I mentioned, um, when I, when you asked me for the member ID number that M as in Mike L as in Lima 8.
[CUSTOMER][NEUTRAL] That comes at the end. Is that OK to, to leave it there?
[AGENT][NEUTRAL] You can, we don't use it when we're looking up anything, so.
[CUSTOMER][NEUTRAL] Oh OK. OK. And there is no group name and group number on this plan, right?
[AGENT][NEUTRAL] Um, hold on one second.
[CUSTOMER][NEUTRAL] Just to make sure.
[AGENT][NEUTRAL] I'm showing that her group number is 24864.
[CUSTOMER][NEUTRAL] OK. 24864. Mhm.
[AGENT][NEUTRAL] And the group name
[AGENT][NEUTRAL] It's Florida Christian School of Dade County.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. Thank you so much, [PII], for your help.
[AGENT][POSITIVE] Thank you for calling ACL. You have a good day.
[CUSTOMER][POSITIVE] OK you too thanks bye bye.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], are you still there?
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] OK, sorry. OK, since we have this on the miscellaneous, I just wanna make sure that the PO box is still correct. We have a PO box 248 for the claims. We have 248,950.
[AGENT][NEUTRAL] Yes, Oklahoma City, Oklahoma [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. OK, thanks. Now, definitely this time. Have a wonderful rest of your week, [PII]. Take care. Thanks for your help. You're welcome. It's Monday. You know how it goes. It's Monday. Bye-bye. Bye.
[AGENT][POSITIVE] Thank you. You too. Bye-bye. Yes.
[AGENT][NEUTRAL] Bye-bye.