AccountId: 011433970860
ContactId: 1795df42-a1f5-434e-bb3f-fe9fbda77f6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342239 ms
Total Talk Time (AGENT): 112342 ms
Total Talk Time (CUSTOMER): 140106 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/1795df42-a1f5-434e-bb3f-fe9fbda77f6d_20250307T15:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check the member's medical eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is again?
[CUSTOMER][NEUTRAL] Sure. My first name is [PII]. It's [PII]. Um first initial to my last name is going to be [PII]. And could you please spell out your name for my documentation purpose?
[AGENT][NEUTRAL] Sure, it's [PII]. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. The policy number is going to be 02496971 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. The callback number is going to be [PII] with an extension of [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] So, the patient's first name is going to be [PII] and the last name is going to be
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I'm sorry, you said the policy number is 249-6971?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] No, no. It's 02496971, M as in Mike, L as in Lima, and number 8.
[AGENT][NEUTRAL] Uh, because that number you gave, I don't show them in the system. You said 02496971, correct?
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] What is the patient's name again? Spell it out for me.
[CUSTOMER][NEUTRAL] Sure. The first name is going to be [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, the correct policy number is 249-6871.
[AGENT][NEUTRAL] And you say you're calling for eligibility for this patient, correct?
[CUSTOMER][NEUTRAL] Yes. And you said the ball.
[AGENT][POSITIVE] I'm showing her effective date.
[AGENT][NEUTRAL] Mhm, go ahead.
[CUSTOMER][NEUTRAL] 242496-971.
[AGENT][NEUTRAL] No, 249-687-1.
[CUSTOMER][NEUTRAL] There is no ML8, right?
[AGENT][NEUTRAL] Uh, you can use ML 8 or 7, but just the number is fine.
[CUSTOMER][NEUTRAL] It's 249-687-1, right? Is the policy number, right?
[AGENT][NEUTRAL] I'm sorry, say that again.
[CUSTOMER][NEUTRAL] It's 249-687-1.
[AGENT][NEUTRAL] Correct. And her effective date is [PII] and she is active, or I'm sorry, he is active on the policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You said [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And could you please tell me, is there any group number or group number?
[AGENT][NEUTRAL] Group name or group number? OK, yes, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Group number 19543.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Group name is Sterling Distributors distributors.
[CUSTOMER][NEUTRAL] If you don't mind, could you please spell out it?
[AGENT][NEUTRAL] Which one? Both?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sterling, S T E R L I N G.
[AGENT][NEUTRAL] Distributors, D I S T R I B U T O R S.
[CUSTOMER][NEUTRAL] Sure, thanks for this information, [PII]. And is there any electronic payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Mhm. So just one second.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's 60801, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And can I get the call reference number one for this one [PII]?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Sure. Thanks for this information, [PII], and thanks for assisting today and have a good day. Bye-bye.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You too. Thanks for calling APL. Bye.