AccountId: 011433970860
ContactId: 2070114a-2ad5-4b9a-8832-526d9f3abf5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164470 ms
Total Talk Time (AGENT): 89089 ms
Total Talk Time (CUSTOMER): 65653 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/2070114a-2ad5-4b9a-8832-526d9f3abf5f_20250307T21:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII] calling from provider's office to check the patient's medical eligibility. Could you please help me on that?
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with that eligibility.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you spell your name for me?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure, [PII], and it would be a pleasure to assist you with eligibility and benefits. What is the patient's policy number, please?
[CUSTOMER][NEUTRAL] 01626475 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name [PII]. Date of birth, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now [PII], I am showing that Enid's policy is active. Effective date is [PII], and this is a secondary policy to the primary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. So it's active for the day of service [PII], right?
[AGENT][NEUTRAL] Yes, the policy is active.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] OK. Is there any group number and good name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] I asked for the group name and group number for the policy.
[AGENT][POSITIVE] Oh, the group name and number. I apologize, yes, I can help you with that.
[CUSTOMER][POSITIVE] No problem, no problem.
[AGENT][NEUTRAL] That group name is City of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group number is 22392.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, that's all the information I need. [PII]. May I get the call reference for this call?
[AGENT][NEUTRAL] Yes, ma'am. It's going to be my name in today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] First initial last name, [PII], it was a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nothing an issue. Thank you so much for your help. Have a nice day and happy weekend. Bye-bye.
[AGENT][POSITIVE] Happy weekend to you as well, [PII] and thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.