AccountId: 011433970860
ContactId: 18ca3dc6-7451-468a-adfd-2efdbd56596b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297890 ms
Total Talk Time (AGENT): 94079 ms
Total Talk Time (CUSTOMER): 106940 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/18ca3dc6-7451-468a-adfd-2efdbd56596b_20250421T22:12_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 my last initial is [PII]. I'm calling from the facility. Could you please help me whether the patient plan is active or not?
[AGENT][NEUTRAL] Yes, [PII], I can help you with eligibility. Sir, can you give me the patient's name and date of birth and policy number so I can check the eligibility for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. The policy number is 036106722.
[CUSTOMER][NEUTRAL] And the patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you sir and then [PII], what is your callback number and the name of your facility?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, it's Chicago Medicine AdventHealth.
[CUSTOMER][NEUTRAL] [PII]. And the address is [PII].
[AGENT][NEUTRAL] OK and then what is your callback number just in case the call is dropped.
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII] with extension [PII].
[AGENT][POSITIVE] OK, thank you so much and let me pull up that patient real quick.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey this is.
[AGENT][NEUTRAL] OK, and you're showing, uh,
[CUSTOMER][NEUTRAL] um
[AGENT][NEUTRAL] The policy number is 036106722.
[CUSTOMER][NEUTRAL] Uh, it's 036106722.
[AGENT][NEUTRAL] Do you see another number that is uh not pulling up as one of our policy numbers?
[CUSTOMER][NEUTRAL] Yeah, it is the only number I have. It's uh 036106722.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, it's not pulling up. Uh, can you spell the member's first name for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then can you spell the last name for me please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and do you see a group number?
[CUSTOMER][NEUTRAL] Uh, sure. One moment.
[CUSTOMER][NEUTRAL] I don't have any group number.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, let me try to pull it up without the group by the name first and see if that works for us.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you spell the first name, [PII]?
[CUSTOMER][POSITIVE] Yeah, that's right.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEGATIVE] Yeah I'm not able to pull up that member.
[AGENT][NEUTRAL] 00, [PII]
[AGENT][NEUTRAL] OK, got it. And then um can you tell me uh the member's address and state they live in?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure. The address is [PII].
[AGENT][NEUTRAL] OK, and then what is the state that the member lives in?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII]. OK, let me see if I can find a member by the address.
[AGENT][NEUTRAL] I do not have a [PII] from [PII] in our system.