AccountId: 011433970860
ContactId: 18895c22-b91f-427f-8b58-355de77cdb6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328660 ms
Total Talk Time (AGENT): 132526 ms
Total Talk Time (CUSTOMER): 184968 ms
Interruptions: 3
Overall Sentiment: AGENT=2.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/18895c22-b91f-427f-8b58-355de77cdb6d_20250404T15:52_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good, good morning. Uh, my name is [PII], we're the provider. Um, can you please help me for the eligibility for a member?
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and the patient's policy number?
[CUSTOMER][NEUTRAL] OK, patient's policy number is gonna be, hold on one second.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 021-95129 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Do you happen to have his name something like [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] But you, what was that?
[CUSTOMER][NEUTRAL] Oh yeah, that's his driver's license. Oh yeah, I'm sorry, yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I.
[AGENT][POSITIVE] OK. Thank you. I just wanted to verify that. Well, it would be my pleasure.
[CUSTOMER][POSITIVE] I got you laughing.
[AGENT][NEUTRAL] Yeah, yeah, that's kinda, I've never heard that name before.
[AGENT][POSITIVE] Um, I'll get new ones every day.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Well, it would be my pleasure to help you with that eligibility, [PII]. I'm showing that Mr. [PII]'s policy is active. Effective date is [PII], and this is a secondary policy to his primary insurance. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yes, hold on, give me one, give me 1 2nd please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, I was updating the we have a lot of, we have a lot of American public life to call today, but the primary is always something go wrong with it, so I'm like, OK, then I was doing my research. I'm like let me call back I'll have to call you guys back because there's more American public life, but there's something wrong with, um, there's something wrong with, uh, the the primaries for the others, so I have to call you guys back. Um, does he have a, does he have, does he have a a group name or group number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] He does. The group number is 19698.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the group name is?
[CUSTOMER][NEUTRAL] OK hold on 196.
[AGENT][NEUTRAL] Mhm. 19698.
[CUSTOMER][NEUTRAL] 196.
[CUSTOMER][NEUTRAL] OK, the group name?
[AGENT][NEUTRAL] Masters Medical.
[CUSTOMER][NEUTRAL] OK. [PII]?
[AGENT][NEUTRAL] Mhm. Master's Medical.
[CUSTOMER][NEUTRAL] And a call OK.
[CUSTOMER][POSITIVE] Perfect, thank you. OK, and then [PII] and he's the, he's he's the subscriber?
[AGENT][NEUTRAL] He is.
[CUSTOMER][NEUTRAL] OK perfect and do you have a reference number?
[AGENT][NEUTRAL] The reference number is my name and today's date.
[CUSTOMER][NEUTRAL] All right, I knew that.
[CUSTOMER][NEUTRAL] I'm getting, I'm getting hungry. I think I'm getting hungry over here. It's, it's 11:55 in [PII].
[AGENT][NEUTRAL] Uh, you should be getting hungry. It's time to eat.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] I, well, I won, we had a, we had a, we had an event at work this morning because we work from home and I won, I won a free lunch, so waiting, waiting, I know, right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, wow.
[AGENT][NEUTRAL] Is it gonna be delivered?
[CUSTOMER][NEGATIVE] Yeah, yeah, well, I don't know. I don't know if it's gonna be today or when, but I'm just, it's like, oh, so today I'm hungry.
[AGENT][POSITIVE] That's gonna be nice.
[CUSTOMER][POSITIVE] Yeah, it's so nice. A lot of people don't do stuff like that that's just I've never heard, you know.
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] That's exactly right. That's awesome.
[CUSTOMER][NEUTRAL] Right? No.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Congratulations.
[CUSTOMER][POSITIVE] Alright, well thank you [PII], for I know I was surprised. I was like, me? Oh boy. And then every email the chat, congratulations [PII], congratulations. I'm like, oh, OK, everyone, that's OK.
[AGENT][POSITIVE] Well, look, free food is the best thing you can win, right?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I know I'll take it.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] I'll take it.
[AGENT][POSITIVE] Well, [PII], it's been a pleasure to assist you with that eligibility. Anything else I can help you with?
[CUSTOMER][NEUTRAL] All right, but.
[CUSTOMER][NEUTRAL] Thank you. We're, we're we're calling. Well, well, I'll be calling back in a little bit because there's more, but I need to, uh, try to figure out the, the first, uh, primary insurance first. I'll be calling back.
[AGENT][NEUTRAL] So, so we can give you the primary insurance that we have on file if that would help you.
[CUSTOMER][NEUTRAL] I right, but the the.
[AGENT][NEUTRAL] Right, you need to verify with the patient.
[CUSTOMER][NEUTRAL] Well, no, you, you can get the policy number too.
[AGENT][NEUTRAL] I don't have that information, only the name of the primary. Yeah, gotcha.
[CUSTOMER][NEUTRAL] Exactly yeah, yeah, no, no, it's OK. I am gonna, I'm gonna, I, we had to call the insurance United Healthcare and make sure, you know, it's the whole.
[AGENT][NEUTRAL] Whole process, isn't it? Well, hopefully, you get to eat before you get into all that.
[CUSTOMER][NEUTRAL] Hold hold.
[CUSTOMER][POSITIVE] I'm hoping because I'm just trying to focus.
[AGENT][POSITIVE] Well, it's been a pleasure to assist yo[PII]
[CUSTOMER][POSITIVE] All right, but it was nice talking to you and thank you so much.
[AGENT][POSITIVE] Nice talking to you and maybe I'll get to talk to you again later today.
[AGENT][NEUTRAL] But I hope you, if I don't.
[CUSTOMER][POSITIVE] Like, lucky you.
[AGENT][POSITIVE] If I don't, you have a great afternoon and a happy weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.