AccountId: 011433970860
ContactId: 2a29ed00-9bf9-4acd-aec7-75a329df7a8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465790 ms
Total Talk Time (AGENT): 109161 ms
Total Talk Time (CUSTOMER): 195436 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2a29ed00-9bf9-4acd-aec7-75a329df7a8b_20250115T16:43_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just want to check the eligibility of the patient. Can you help me out, please?
[AGENT][NEUTRAL] OK, your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII], you said you're checking eligibility?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, we can assist you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is um
[CUSTOMER][NEUTRAL] It is 002497747.
[AGENT][NEUTRAL] Mhm, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. It is [PII]. Uh last name is [PII]
[CUSTOMER][NEUTRAL] You're
[AGENT][NEUTRAL] Can you spell the last name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name is [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Uh, or [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, do you have a copy of the ID card, card, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. I don't have anything about that.
[AGENT][NEUTRAL] I'm not finding anything with the number you provided and I've searched by his name as well. Do you have a social security number?
[CUSTOMER][NEUTRAL] Only this
[CUSTOMER][NEGATIVE] Unable to find the
[CUSTOMER][NEUTRAL] No, ma'am. Unable to find any information about correct?
[AGENT][NEUTRAL] I'm not able to locate the patient.
[CUSTOMER][NEUTRAL] OK, sure. Can you spell your name please for me?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII].
[CUSTOMER][NEUTRAL] Your name
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First initial last name is [PII]. Any other questions, [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes, ma'am. I have 1 more, uh, 2 more to take. Help me out with it, please.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Mm, give me a moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Policy number, uh.
[CUSTOMER][NEUTRAL] American Public Life, yeah. Your policy number is 80014839.
[AGENT][NEUTRAL] OK, that's not our policy number, [PII]. Do you have the card?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, that
[CUSTOMER][NEUTRAL] I think we have to build the patient, am I correct? To say to need uh to further information, we have to contact the patient. Am I correct?
[AGENT][POSITIVE] Yes, for their policy number, that is correct.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Uh, one more I have, ma'am. Give me a moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, the patient's uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It is [PII] Mary, [PII].
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do have the effective date. I'm showing [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, the policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pay ID number?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. Patient group number?
[AGENT][NEUTRAL] The group number is 80048.
[CUSTOMER][NEUTRAL] 80048.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Provide me the correct mailing address.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 248,950.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] City, OK. After that?
[AGENT][NEUTRAL] The state is [PII].
[CUSTOMER][NEUTRAL] Mhm. After that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[AGENT][NEUTRAL] The state is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mm. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it. Uh, patient has any deductible amount?
[AGENT][NEUTRAL] OK, what type of service is it for?
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] I know it, but is it an office visit or is it for outpatient?
[AGENT][NEUTRAL] Facility.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] It is um not showing any, uh, about, I'm not showing any information about inpatient or outpatient. OK, then.
[AGENT][NEUTRAL] Yeah, I'm not showing a deductible under this policy.
[CUSTOMER][POSITIVE] OK, OK. Sure, ma'am. Thank you so much. Call request, can I use your name and the date?
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] OK. Can you provide me the what's plan, the plan name?
[AGENT][NEUTRAL] The Metlink policy.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Meddling.
[CUSTOMER][NEUTRAL] M I D L I [PII], correct?
[AGENT][NEUTRAL] M [PII]
[CUSTOMER][POSITIVE] M [PII] OK. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Anything else, [PII]?
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] No. Thank you so much, [PII]. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.