AccountId: 011433970860
ContactId: 210366ca-b490-4396-902f-ff676b8bd480
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213669 ms
Total Talk Time (AGENT): 84403 ms
Total Talk Time (CUSTOMER): 78651 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/210366ca-b490-4396-902f-ff676b8bd480_20250130T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from our office checking on eligibility for a member.
[AGENT][POSITIVE] May I have your name again? I'm so sorry.
[CUSTOMER][POSITIVE] It's [PII].
[AGENT][NEUTRAL] I'm sorry, can you spell that again for me?
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] OK, thank you. Your callback number as well please?
[CUSTOMER][NEUTRAL] [PII]. And also I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][NEUTRAL] OK, thank you [PII]. And what is that policy number?
[CUSTOMER][NEUTRAL] Policy number is 02331308 M as Mike L as Lima 8.
[AGENT][NEUTRAL] Thank you very much. And verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you very much for the verification process. A key that you're calling for eligibility. I can assist you with that. This number shows effective as of [PII], and this policy shows active for him.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Excuse me for her?
[CUSTOMER][NEUTRAL] Uh, sir, help me with the claim mailing address.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, I do have one more, uh, patient with me. Is the call reference number will be same for.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] We do not use call reference number to keep. You can use my name in today's date, um, are you?
[AGENT][NEUTRAL] Are we complete with this particular member before we move to the next?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. What is that policy number?
[CUSTOMER][NEUTRAL] Policy number is 02552057ML8.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you very much. One moment, and eligibility, I can assist you with that again. Uh, this member showed effective as of [PII], and this policy shows that it termed as of [PII].
[AGENT][NEUTRAL] And to keep, if you would just bear with me, I can check to see if there is an active policy. One moment.
[CUSTOMER][POSITIVE] Uh, there's no need because I need to submit the claim for November month which is, uh, though he's active at that moment. No worries. Thank you so much for your assistance. Have a great day ahead, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You as well. [PII] thank you for calling APL. Have a great one bye.
[CUSTOMER][NEUTRAL] Bye bye.