AccountId: 011433970860
ContactId: 154a02c8-b98b-4106-b88c-b3442baed20c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285489 ms
Total Talk Time (AGENT): 74629 ms
Total Talk Time (CUSTOMER): 112459 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/154a02c8-b98b-4106-b88c-b3442baed20c_20250520T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from from this office to a patient's medical eligibility. Is this possible to have?
[AGENT][POSITIVE] Sure, I can help you with claim status. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, of course, my callback number is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Yeah, I have a policy number. It's uh 02440.
[CUSTOMER][NEUTRAL] 186 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] One moment while I look that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the member's name is [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Um, I just need a medical eligibility.
[AGENT][NEUTRAL] Oh, the eligibility, I'm so sorry. It looks like this policy, give me one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So this member's policy is effective from [PII], which is [PII]. Now the member's policy is active.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Thank you. Is there any group name or any group number for this member's policy?
[AGENT][POSITIVE] Sure, I can look that up for you.
[AGENT][NEUTRAL] The group number is 22.
[AGENT][NEUTRAL] 208.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 222-08 is the group number and the group name.
[AGENT][NEUTRAL] The group name is Stewart Rehab and Healthcare.
[CUSTOMER][NEUTRAL] It is S T U A R T rehab.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] And healthcare.
[AGENT][NEUTRAL] LLC.
[CUSTOMER][NEUTRAL] OK. So we have Healthcare LLC, right?
[AGENT][NEUTRAL] Healthcare LLC. Yes, ma'am.
[CUSTOMER][POSITIVE] Yes. Thank you.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Is the member.
[CUSTOMER][NEUTRAL] Oh yes, I need your name to document. Could you please provide me your name?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] Is it [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. So [PII], you said the policy is effective from [PII], now the member's policy is active. And is there any collisions for this member's policy?
[AGENT][NEUTRAL] Call reference number would be my first name, last initial, [PII] as in hospital, and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is [PII] Last name initial is [PII] And today's date is the caller, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mm, one last question, is this member's policy is a Medicare supplement?
[AGENT][NEUTRAL] Yes, this is a Medlink policy, so the secondary gap insurance.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Bye. Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK