AccountId: 011433970860
ContactId: 16f81bb6-1651-4b5f-b2b1-37da9d1c932b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310260 ms
Total Talk Time (AGENT): 121685 ms
Total Talk Time (CUSTOMER): 87984 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/16f81bb6-1651-4b5f-b2b1-37da9d1c932b_20250205T14:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATO. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] On sheet uh.
[AGENT][POSITIVE] Hello, good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So with the directive.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Hello. Yes, good morning. This is Forward APL. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, hi. This is [PII] calling from provider office regarding eligibility and benefits.
[AGENT][NEUTRAL] OK, so you need eligibility and benefits, and I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. And sure, I can assist you with eligibility and benefits. May I have uh a callback number just in case we get disconnected and where are you calling from?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we're calling from TestMed Clinic LLC.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah. Uh, it's A as in Alpha, 6,014,516,200.
[AGENT][NEUTRAL] OK. Do you have the copy of the card, Mr. [PII]? That is not our number. Do you have the card for APL?
[CUSTOMER][NEUTRAL] Yes, we have.
[AGENT][NEUTRAL] OK, um, may I have the numbers or the certificate number on that card? It's gonna start with a 0 followed by 7 digits. It's a really short number and it's for APL American Public Life.
[CUSTOMER][NEUTRAL] Uh, yes, we have two numbers like in-hospital benefit and outpatient benefits. So what we need, you need to.
[AGENT][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Uh, outpatient.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, it's 02542095 M as in alpha, L as in Lima, and 8.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] This name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you say you need eligibility and benefits, and this is gonna be for outpatient service or inpatient service.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello, is this gonna be for outpatient service or inpatient service?
[CUSTOMER][NEUTRAL] I just need an inpatient service benefits.
[AGENT][NEUTRAL] Inpatient, so, OK.
[AGENT][NEUTRAL] And this is um let me see.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] I need to check and see if there's any other policies for this member, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Only one. OK, so it looks like um this particular policy is not active. It was terminated [PII].
[CUSTOMER][NEUTRAL] Uh, uh, [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And the patient have any other insurance?
[AGENT][NEGATIVE] None with us.
[CUSTOMER][NEUTRAL] OK. OK. Just give me the reference number, please.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, just, just spell your name, please.
[AGENT][NEUTRAL] OK, sure. That's [PII].
[CUSTOMER][NEUTRAL] OK. And what is your good name, please? Can you repeat it? It's [PII], right?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much.
[CUSTOMER][POSITIVE] [PII], have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome, Miss
[AGENT][POSITIVE] You as well, Mr. [PII]. Thank you for calling APL. Bye-bye.