AccountId: 011433970860
ContactId: 133a0ec8-3ae0-4512-85a0-3e9e9921698b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359769 ms
Total Talk Time (AGENT): 163880 ms
Total Talk Time (CUSTOMER): 111118 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/133a0ec8-3ae0-4512-85a0-3e9e9921698b_20250604T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So I just wanna check eligibility. Can you please help me with that?
[AGENT][NEUTRAL] Yeah, I can check eligibility for you uh what was your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02473510, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, her name is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Payer ID number, please?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] 60
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Patient group number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Patient group number?
[AGENT][NEUTRAL] Oh yes, uh, one moment.
[CUSTOMER][NEUTRAL] Patient group.
[AGENT][NEUTRAL] That is 23154.
[CUSTOMER][POSITIVE] Thank you so much. And uh provide me the correct mailing address.
[AGENT][NEUTRAL] Yes, uh, mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Mm, yes, ma'am. And uh provide me the, what's the plan name?
[AGENT][NEUTRAL] Uh, this is a secondary medical policy. The plan name is Medlink. That's M E D L I N K.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] M A D M I. OK. OK. I have one more. We'll go to the next one.
[AGENT][NEUTRAL] Uh, a different number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, one moment please, I'll let you know when I'm ready for that next policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you can go ahead and give me that next policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] OK, that is our uh payer ID that's not going to be one of our policy numbers.
[CUSTOMER][NEUTRAL] This is the one I have, 60801.
[AGENT][NEUTRAL] That's not one of our policy numbers. Um, there can be some confusion as it does look quite large on the member ID card, um, but that's not one of our policy numbers. If you have the member's social, I could try searching for them that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Social, go with the member name. The first name is [PII]. It is [PII] and the last name is [PII]. It is [PII]
[AGENT][NEUTRAL] Do you have that member's date of birth?
[CUSTOMER][NEUTRAL] Yes, date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that number is uh on the same policy that you had given me uh prior, the 02473510. They are also listed under this policy, and they're also active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Affective date, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Can you provide me the patient um member ID number, please?
[AGENT][NEUTRAL] It's the same as the one that you had just given me for Cecil [PII]. It's the same policy. That number is 02473510.
[CUSTOMER][NEUTRAL] 02, which one again, ma'am?
[AGENT][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] It is 23154.
[AGENT][NEUTRAL] It's 02473510.
[CUSTOMER][NEUTRAL] OK. 0.
[CUSTOMER][NEUTRAL] Sorry, 02.
[CUSTOMER][NEUTRAL] 45
[AGENT][NEUTRAL] 0247.
[AGENT][NEUTRAL] 35.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 10.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] Was there anything else I could help you with? It's the same group number. It's all the same information as the prior one. Group number is 23154.
[CUSTOMER][NEUTRAL] Uh, patient group number?
[CUSTOMER][NEUTRAL] Group number?
[CUSTOMER][POSITIVE] OK, thank you. Have a nice day bye bye. Can you spell your name?
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] [PII] OK, [PII]. Thank you. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Of course, you too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.