AccountId: 011433970860
ContactId: 1f2b5c17-b816-481c-9a75-1ec5779dc879
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173320 ms
Total Talk Time (AGENT): 42207 ms
Total Talk Time (CUSTOMER): 78272 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/1f2b5c17-b816-481c-9a75-1ec5779dc879_20250428T17:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Mhm. Sure. It's [PII] with an extension [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have a policy number as 1452819 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 8501
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's that patient's name?
[CUSTOMER][NEUTRAL] Member name will be [PII] with date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] No, it's regarding eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] Thank you so much for that. And it's a gap policy, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is there a group number or group ID used for billing purposes?
[AGENT][NEUTRAL] The group number is 18005.
[AGENT][NEUTRAL] The group name?
[CUSTOMER][POSITIVE] Thank you so much for that. And the member.
[AGENT][NEUTRAL] Did you need the group name?
[CUSTOMER][NEUTRAL] Uh, no need for that, but thank you. And may I know whether the member [PII] is a subscriber or a dependent?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Dependent.
[CUSTOMER][NEUTRAL] And the, and the subscriber's name is [PII]. Is it correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation, [PII], and that's all for today. Is there a reference number for our call?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you so much for that and uh have a great day and stay safe.
[AGENT][POSITIVE] Thank you, [PII] for calling APLU as well. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.