AccountId: 011433970860
ContactId: 2ce561d0-3588-4fee-b8f1-42162f2aacad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315369 ms
Total Talk Time (AGENT): 86880 ms
Total Talk Time (CUSTOMER): 91941 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/2ce561d0-3588-4fee-b8f1-42162f2aacad_20250523T15:48_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check an eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help with eligibility, and I missed your name. What was your name?
[CUSTOMER][NEUTRAL] [PII] My initial is [PII].
[AGENT][NEUTRAL] OK, [PII], and do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line?
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] It is 079799.
[CUSTOMER][NEUTRAL] 33 ML 8.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm pulling up the number. Wait, could you give that to me again? It didn't pull anything up.
[CUSTOMER][NEUTRAL] 07997
[CUSTOMER][NEUTRAL] 9933, M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Yeah it was 7979933.
[CUSTOMER][NEUTRAL] Yes, starting in 07.
[AGENT][NEUTRAL] OK, uh, it's not pulling anything up. What's the last name?
[CUSTOMER][NEUTRAL] [PII]. The first name is [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the correct ID number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] The Policy is active and effective [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. The member ID is 1979993.
[AGENT][NEUTRAL] 1979933
[CUSTOMER][NEUTRAL] 1979933.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. It is 29 and 2 3s, right, at the end.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, what are the plant type?
[AGENT][NEUTRAL] Uh, secondary.
[CUSTOMER][NEUTRAL] Secondary. OK. May I know the group number?
[AGENT][NEUTRAL] Uh, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is supplement the gap policy, right?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And the group number is.
[AGENT][NEUTRAL] 15434.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 15434. Is there any deductibles?
[AGENT][NEUTRAL] OK, you need benefits
[CUSTOMER][NEUTRAL] I need only deductibles. I don't need any benefits.
[AGENT][NEUTRAL] OK, it's not a guarantee of payment, basic outline of the policy. Um, can you pull up her policy.
[AGENT][NEUTRAL] For outpatient services.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There's no deductible.
[CUSTOMER][NEUTRAL] OK. I know the payer ID and mailing address?
[AGENT][NEUTRAL] Your ID is 60801.
[AGENT][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Another subscriber is the cardholder or dependent?
[AGENT][NEUTRAL] Uh, the subscriber.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] [PII], it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My initial is the last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. May I know the call number?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help. Have a great day, bye.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye-bye.