AccountId: 011433970860
ContactId: 257d1667-0e91-4098-b042-37a90bc5c33c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258000 ms
Total Talk Time (AGENT): 71551 ms
Total Talk Time (CUSTOMER): 128130 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/257d1667-0e91-4098-b042-37a90bc5c33c_20250624T16:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK, this is [PII] calling from the provider's office. How are you today?
[AGENT][NEUTRAL] I'm fine and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Oh, I'm looking for the patients eligibility and benefits. Would you please help me with that?
[AGENT][NEUTRAL] Yes, ma'am. I can verify eligibility and benefits for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Sure, it's uh 02356199.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, sure. It's uh [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, sure, it's uh [PII] Last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I'll show his policy term with us on, give me a moment.
[AGENT][NEUTRAL] Uh, policy term [PII], effective [PII], and I do not show any active coverage.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, but uh,
[CUSTOMER][NEUTRAL] I think let me just pull up a.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So when I called on [PII], I speak with [PII] and I also have received uh a fax from your side. That person is active on March and right now you are saying that uh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Term that is [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So like I'm a little bit confused, so why, how, how is it possible like this is active in March and in term date is [PII].
[AGENT][NEUTRAL] Ma'am, I don't know, but his policy has term. He does not have active coverage with our company, so I'm not sure.
[CUSTOMER][NEUTRAL] Might be, is it possible that the person doesn't pay their premium for the uh policy that's why the insurance terms uh patient's insurance.
[AGENT][NEUTRAL] No, the policy has term, so there it's through the group. So if you have any questions in regards to eligibility, you may have to contact the insured to verify if he's still with his group.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you are setting I need to call uh Universal tracking Wall Street Group to the group, right?
[AGENT][NEUTRAL] No, you will need to contact the insured to verify if he is still with his group.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK, I got you. OK, let me just, give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. Just for my confirmation, termination date is [PII], right? And person doesn't have any active coverage.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Got you. And can you spell me your name?
[AGENT][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] It's [PII] and last name [PII] And the call reference number?
[AGENT][NEUTRAL] Uh, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, cute. That's, um, take care, uh, that's all I need from you. So thank you for assisting me. You have a wonderful day. bye for now.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye-bye.