AccountId: 011433970860
ContactId: 27af3636-b8f7-4acb-95aa-bbd70cbfb40e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606210 ms
Total Talk Time (AGENT): 149547 ms
Total Talk Time (CUSTOMER): 141116 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/27af3636-b8f7-4acb-95aa-bbd70cbfb40e_20250620T15:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I just want to check elig. Can you please help me with that?
[AGENT][POSITIVE] I can help you with eligibility. [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 0024991887.
[AGENT][NEUTRAL] OK just a moment.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]. Date of uh patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII], it is [PII].
[AGENT][NEUTRAL] You said the policy number is 0024991887?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, that's not the patient that I have on file.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Patient first name is uh can you spell it out?
[CUSTOMER][NEUTRAL] It is [PII] and the last name is [PII]
[AGENT][NEUTRAL] Mm mhm. That's, that's not the person under that policy number. Um, do you have a different policy number?
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] This is the policy I have, ma'am. Go with the member name, just we'll find out with that.
[AGENT][NEUTRAL] Do you have the member's social or the, the patient's uh social security number?
[CUSTOMER][NEUTRAL] No, I don't have, ma'am. Go with the member name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can't give you the, the other patient's name. Um.
[AGENT][NEUTRAL] Can you spell the last name one more time for me and I'll look it up that way.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, let me check.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] So I have [PII], correct?
[CUSTOMER][NEUTRAL] No. [PII].
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, one moment, I'm still looking.
[AGENT][NEUTRAL] I'm not showing anyone with that name. Um, is it an APL policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Unable to find any information about the patient. Am I correct?
[AGENT][NEUTRAL] Right, I'm not able to find them, um.
[AGENT][NEUTRAL] Do you have the policy card there?
[CUSTOMER][NEUTRAL] No, ma'am. I don't have anything.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] The only other number I can think of.
[AGENT][NEUTRAL] Um, would be for you to call IMA and see if they have the policy number.
[CUSTOMER][NEUTRAL] No, ma'am. This is the correct uh APL.
[CUSTOMER][NEUTRAL] Belongs to the EPL.
[AGENT][NEUTRAL] I get that, but one of some of our policies go through IMA. So that would be the last step in trying to find out if it's an IMA. So if it's a 90 degree benefits through APL, you'll call IMA for that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, no, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] We'll move to the next one.
[AGENT][NEUTRAL] Alright, give me one moment.
[AGENT][NEUTRAL] Alright, what is the next policy number?
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, you told me to give you a moment. Are you ready for the next policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. Give me a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it is.
[CUSTOMER][NEUTRAL] 01803867 M as in Mary, 18.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me a moment, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Stop, date was [PII].
[AGENT][NEUTRAL] And you're wanting eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like this policy had an effective date of [PII].
[AGENT][NEUTRAL] And the policy term or it lapsed on [PII].
[CUSTOMER][NEUTRAL] Oh, when the policy was done? Well it today, can you just tell me once again, sorry for that.
[AGENT][NEUTRAL] That's OK. The effective date is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it ended on [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much, ma'am.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you. Have a nice day bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye ma'am.