AccountId: 011433970860
ContactId: 19f5188e-4c7f-4085-8ac7-8bc8eee9ef42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132860 ms
Total Talk Time (AGENT): 57928 ms
Total Talk Time (CUSTOMER): 58265 ms
Interruptions: 0
Overall Sentiment: AGENT=4.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/19f5188e-4c7f-4085-8ac7-8bc8eee9ef42_20250108T15:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I was just calling to check eligibility for a mutual patient, please.
[AGENT][POSITIVE] Yeah, I'd love to help you with eligibility, Miss [PII], and do you mind if I have a good call back number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Wonderful. And what is the member's policy number?
[CUSTOMER][NEUTRAL] It is let me get back over hang on um.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Alright, it is 02093564.
[AGENT][POSITIVE] Perfect, and give me one moment to get all that pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You having a great day so far?
[CUSTOMER][POSITIVE] So far, so good. How about yourself?
[AGENT][POSITIVE] Hey, I'm doing wonderful. Thank you so much for asking. And Ms. [PII], could you verify for me your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] Perfect. I do see her here. She is current and active with us and it looks like she has an effective date of [PII].
[AGENT][NEUTRAL] Is there any other information you're needing for eligibility today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is there a, uh, preferred network?
[AGENT][NEUTRAL] No, we're just gonna follow their major medical as their secondary. So whatever their major medical does, we kind of base our stuff off that.
[CUSTOMER][NEUTRAL] OK, and is the payer ID still the 60801?
[AGENT][NEUTRAL] You betcha.
[CUSTOMER][NEUTRAL] OK, and then I have a claims address is [PII].
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] Alright, I believe that is all I need then um is there a reference number for today's call?
[AGENT][NEUTRAL] You betcha. You can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. You have a blessed day, OK?
[AGENT][POSITIVE] Hey my pleasure thanks you too.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Bye bye.