AccountId: 011433970860
ContactId: 22503019-8535-41cb-a986-7179b78934a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158809 ms
Total Talk Time (AGENT): 54358 ms
Total Talk Time (CUSTOMER): 67434 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/22503019-8535-41cb-a986-7179b78934a7_20250428T18:39_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][POSITIVE] thank
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on patient medical eligibility. Could you please help me with that?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes. Uh, just a moment.
[CUSTOMER][NEUTRAL] The policy number I do have here, it is 256-889-8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] [PII] and still currently active, am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you very much. And could you please provide me the group number and group name for this policy?
[AGENT][NEUTRAL] The group number is 15371.
[AGENT][NEUTRAL] The group name is Rick Case Enterprises.
[AGENT][NEUTRAL] [PII] location?
[CUSTOMER][NEUTRAL] Oh, the group name, it is Ricky's Enterprises [PII] location. Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] R I C K, right?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you very much for that. And uh could you please spell out your name for the documentation purpose?
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] Thank you very much, [PII]. And may I know the call reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name as today's date.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. Thank you for the help. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Oh thank you very much for asking. No thank you. Have a great day. Bye bye.
[AGENT][POSITIVE] Alright, well thanks for calling APL. Bye-bye.