AccountId: 011433970860
ContactId: 29d27e06-77cd-4499-ae84-d3d354cf9b9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107400 ms
Total Talk Time (AGENT): 49646 ms
Total Talk Time (CUSTOMER): 45970 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/29d27e06-77cd-4499-ae84-d3d354cf9b9c_20250212T15:16_UTC.wav
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[AGENT][NEUTRAL] On APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from Quincy Medical Group. I'm trying to get eligibility on a patient.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and that is extension [PII].
[AGENT][NEUTRAL] Got it thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] I do 02138628.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, looks like [PII], uh, [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII]. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEGATIVE] I tried to use your portal but it says it's having difficulties so.
[AGENT][NEUTRAL] Well, even for, uh, providers, the portal is really only for checking claim status anyway, but yeah, we have been having a bit of issues with it lately.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, OK, um, and do you have a phone reference for this call?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, that was it. That's all I needed was an eligibility check.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.