AccountId: 011433970860
ContactId: 1771ae48-e947-4c69-9ccf-548877f06192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274920 ms
Total Talk Time (AGENT): 102562 ms
Total Talk Time (CUSTOMER): 108069 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/1771ae48-e947-4c69-9ccf-548877f06192_20250227T22:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm from NI member services commercial plan. And please note that this call is being monitored for quality and training purposes.
[CUSTOMER][NEUTRAL] So, um, I do have a member on the back line, um.
[CUSTOMER][NEUTRAL] I will just ask for the member's eligibility for American uh public life.
[CUSTOMER][NEUTRAL] Medical eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility yes, I can help you. And what was your first name again please, sir?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, [PII], what is your clock number just in case our call gets dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Mhm, uh, unfortunately I don't have a direct phone number but I can give you the phone number for our member services department.
[AGENT][POSITIVE] OK, thank you sir.
[CUSTOMER][NEUTRAL] Mhm that will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, sir. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The policy number, I don't have that one. I only have the name, date of birth, phone number, and the uh
[CUSTOMER][NEUTRAL] Previous address or the uh address that we have on file?
[AGENT][NEUTRAL] OK, and what's the.
[AGENT][NEUTRAL] Patient's name.
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] OK, can you spell the name for me because I will have to search by name.
[CUSTOMER][NEUTRAL] Sure. Mhm. That will be [PII].
[AGENT][NEUTRAL] OK, and can you please spell the last name for me?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] OK, let me see if I can find the member in our system.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm not finding the member in our system. Last name [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] STE let me try one more time.
[AGENT][NEUTRAL] Oh, there she is.
[AGENT][NEUTRAL] I found her.
[CUSTOMER][NEUTRAL] Mhm, OK, um, what other information you need to me?
[AGENT][NEUTRAL] OK, uh, her date of birth, please?
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][POSITIVE] Thank you, sir. And this is um.
[AGENT][NEUTRAL] An active policy. Her effective date is [PII]. This is a supplemental insurance policy. It's billed secondary to the primary. The gap insurance that helps with deductible, co-pay and co-insurance. She has an inpatient benefit amount of $5000 and she has an outpatient per calendar day benefit amount of $500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and for this one, sorry, may I have the member's policy ID or the member ID?
[AGENT][NEUTRAL] Yes, it's 184.
[AGENT][NEUTRAL] 7331.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that will be 184-733-1, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Hello [PII]?
[AGENT][NEUTRAL] Yes I can hear you, yes.
[CUSTOMER][NEUTRAL] Um, that will be 184-733-1, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK thank you and um do you have the reference number for this call?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And may I have the initial of your last name sorry?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] [PII]. OK, so, um, thank you very much, [PII]. That will be all and have a great day.
[AGENT][POSITIVE] You're very welcome. You have a great day also, and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.