AccountId: 011433970860
ContactId: 1e610627-4298-48ea-817e-16c62487c23f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275049 ms
Total Talk Time (AGENT): 105422 ms
Total Talk Time (CUSTOMER): 73131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/1e610627-4298-48ea-817e-16c62487c23f_20250527T15:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from office to check patient's medical eligibility. Could you please help me in that?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy.
[CUSTOMER][NEUTRAL] Can you spell your name for me?
[AGENT][NEUTRAL] Um yes, my name is [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you. I have two patients to check with today. The first patient's ID 02585493, M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure. Patient's name, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's an office visit.
[AGENT][NEUTRAL] OK, one moment, I'm waiting.
[CUSTOMER][NEUTRAL] I just need eligibility only.
[AGENT][NEUTRAL] OK. Yes, ma'am. The policy.
[CUSTOMER][NEUTRAL] I don't need the benefits.
[AGENT][NEUTRAL] OK. Well, this policy is still active.
[CUSTOMER][NEUTRAL] Mhm. Is there any group number and group name?
[AGENT][NEUTRAL] Yes, the group number is.
[AGENT][NEUTRAL] The group number is 17,750.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you need the group name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The group name is ECU.
[AGENT][NEUTRAL] Initials only worldwide, ECU worldwide.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Shall I move to the next number if you're ready?
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thanks for your patience, [PII]. I'm ready for the next policy number.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02496786.
[CUSTOMER][NEUTRAL] Nom name is [PII]. Date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and thank you again and just let me advise you that verification of coverage does not guarantee payment of claims.
[AGENT][NEUTRAL] And one moment, her eligibility information is coming up.
[AGENT][NEUTRAL] And I'm showing the effective, OK. And I'm showing the effective date on this policy was [PII] and this policy actually expired on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. May I get the call reference for this call, please?
[AGENT][NEUTRAL] Uh, the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] And it was.
[CUSTOMER][POSITIVE] OK, thank you so much for that. Have a great day.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling ATL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.