AccountId: 011433970860
ContactId: 15360526-f3f5-44f5-b44a-2b15a522313a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 678099 ms
Total Talk Time (AGENT): 201002 ms
Total Talk Time (CUSTOMER): 172399 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/15360526-f3f5-44f5-b44a-2b15a522313a_20250310T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to verify eligibility on 6 patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Specialty care surgical assist.
[AGENT][NEUTRAL] OK, and then what is the first patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh name [PII], uh, date of birth [PII], policy number 0250841.
[AGENT][NEUTRAL] OK, let me look up that one.
[AGENT][NEUTRAL] And that was 0250841?
[CUSTOMER][NEUTRAL] 02509841.
[AGENT][NEUTRAL] 098 09841. OK, let me see.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK, alrighty, and the next one whenever you are ready.
[AGENT][NEUTRAL] Let me get my note in this one real quick and then we'll move on to the next, next one,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the next one?
[CUSTOMER][NEUTRAL] Uh, this is [PII] 42,170 0199899 ML 7.
[AGENT][NEUTRAL] OK, let me repeat that 0199899.
[AGENT][NEUTRAL] ML 7.
[CUSTOMER][NEUTRAL] ML 7.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, we're missing a digit in that 1 0199899 ML 7.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm, OK, that's missing a digit. Um, do you see another number?
[CUSTOMER][NEUTRAL] I do not. That's the only thing that I have um on the face sheet other than that I've got name, date of birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you
[AGENT][NEUTRAL] OK, can you give me um spell her name for me so I can look it up by her name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, let me see if I can find her by name.
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, I think I've got her here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do not show any active policies for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This was, let me see here.
[CUSTOMER][NEUTRAL] Let me make sure I'm looking at the right thing here as to.
[CUSTOMER][NEUTRAL] When this case was done.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This was done [PII]. Was it still active at that point?
[AGENT][NEUTRAL] No, ma'am, uh, let me give you the correct policy number.
[AGENT][NEUTRAL] It's 192.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not it's 1929899 and the policy lapsed on [PII].
[AGENT][NEUTRAL] I was active from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see who was active from.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. And the next patient.
[AGENT][NEUTRAL] I'm gonna put a quick note in this one real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's the next patient's name?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth and policy number?
[CUSTOMER][NEUTRAL] 831 6401988945 ML.
[AGENT][NEUTRAL] OK, let me look up this one.
[AGENT][NEUTRAL] OK, I do show that on this one [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right and.
[CUSTOMER][NEUTRAL] Whenever you are ready for the next one.
[AGENT][NEUTRAL] OK. Almost there.
[AGENT][NEUTRAL] OK. What's the next one?
[CUSTOMER][NEUTRAL] Uh this is [PII] 0 43171.
[CUSTOMER][NEUTRAL] 02279731 ML8
[AGENT][NEUTRAL] OK, pull her in.
[AGENT][NEUTRAL] OK, and [PII] does have, uh, [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me get my note in real quick.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what is the next one?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 95650215, no that's wrong 02510819.
[AGENT][NEUTRAL] OK, let me pull her up.
[AGENT][NEUTRAL] OK, [PII] does have an active policy and her effective date is [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last one whenever you are ready.
[AGENT][NEUTRAL] OK, what's the last one?
[CUSTOMER][NEUTRAL] Um, this is [PII], 7695.
[CUSTOMER][NEUTRAL] 1475966 ML 7.
[AGENT][NEUTRAL] OK, let me pull that one.
[AGENT][NEUTRAL] OK, this policy for daily is no longer active.
[AGENT][NEUTRAL] It lapsed on [PII], but let me check to see if she has an active policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She does let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 249.
[AGENT][NEUTRAL] 7609.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's effective [PII].
[CUSTOMER][POSITIVE] Only 24 awesome alright thank you so much for your help. I appreciate you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][NEUTRAL] Bye bye, ma'am.