AccountId: 011433970860
ContactId: 2758d837-fb1f-4738-b820-5ba7c03b4213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389200 ms
Total Talk Time (AGENT): 131830 ms
Total Talk Time (CUSTOMER): 153853 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/2758d837-fb1f-4738-b820-5ba7c03b4213_20250218T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office. I need to verify patient's eligibility and benefits. Could you help me out with that?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, I could check eligibility and benefits. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I'm sorry, I, I could not hear you.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] [PII] OK got it thank you. And then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have that. You can note down, it's 1114918.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The name of the patient is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, um, I don't believe I heard that policy number correctly as this is a different policy. Um, could you repeat that policy number please?
[CUSTOMER][NEUTRAL] Yeah, sure. It's 1114918.
[AGENT][NEUTRAL] OK, that was 1114918?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's not the policy number for the individual that you stated. I don't see that number listed under this policy.
[CUSTOMER][NEUTRAL] OK. Could you please tell me what is the policy number for this patient?
[AGENT][NEUTRAL] Um, I, I'm not sure, um, the policy number you gave me was different, um, so it's not the one that you mentioned. Do you have their social by chance? I could search for them that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you
[CUSTOMER][NEUTRAL] Uh, you can check with that. Uh, you can note down again. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this is a different policy number?
[CUSTOMER][NEUTRAL] OK, but have only these, these numbers. You can check with the patient name and date of birth if you could find out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, do you have their social security number?
[CUSTOMER][NEUTRAL] Yes, I have that. Give me a moment.
[AGENT][NEUTRAL] OK, let's try that. OK.
[CUSTOMER][NEUTRAL] It's [PII], I'm sorry, you can note down again. It's [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the patient's name again? I'm sorry.
[CUSTOMER][NEUTRAL] Your patient's name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, so I did not get a result with that social security number in our system, [PII], um, if you wouldn't mind spelling out their first and last name for me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Nothing
[CUSTOMER][NEUTRAL] Yeah, sure. It's, and the last name is [PII]. And the first name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alrighty, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what state, uh, do they live in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know what city in [PII] they live in?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you know what city they live in in [PII]?
[CUSTOMER][NEUTRAL] I know, I don't know about this.
[AGENT][NEUTRAL] OK, you just have the state.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was the date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this was for medical correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Put
[AGENT][POSITIVE] OK, I do believe I found her, let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, so they do not currently have an active policy with us. It did terminate [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Is there any another active policy if you can see?
[AGENT][NEUTRAL] There is no, no, I did check this was the last policy they had with us.
[CUSTOMER][NEUTRAL] OK, got the information. Thank you for the information. You can provide me the call reference number.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for the information. Have a good day.
[AGENT][POSITIVE] OK, of course, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.