AccountId: 011433970860
ContactId: 2dd00088-a23b-4333-a37d-a02228fc0b91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432079 ms
Total Talk Time (AGENT): 139185 ms
Total Talk Time (CUSTOMER): 116797 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/2dd00088-a23b-4333-a37d-a02228fc0b91_20250221T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, calling from the provider's office. I need some information in the member plan, please.
[AGENT][NEUTRAL] OK, I can help you with the member's plan. Yes, I hear you. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], and phone number is [PII].
[CUSTOMER][NEUTRAL] And 7.
[AGENT][NEUTRAL] OK, thank you [PII], and then what is um the name of the facility you're calling from?
[AGENT][NEUTRAL] [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, I'm sorry, I saw it it's [PII] woman here.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] OK, thank you. And then
[AGENT][NEUTRAL] Yes, barely.
[AGENT][NEUTRAL] OK, what is the name of the patient, the date of birth, and the policy number?
[CUSTOMER][NEUTRAL] OK. [PII] for
[CUSTOMER][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] I can give you the number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Member ID if you want.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 267-760 MLA
[AGENT][NEUTRAL] OK, let me repeat that to you.
[AGENT][NEUTRAL] 226-776-0 ML 8.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you. Let me pull that patient in real quick.
[AGENT][NEUTRAL] OK, and are you needing eligibility and benefit information?
[CUSTOMER][POSITIVE] Yes, please. Thank you, [PII].
[AGENT][NEUTRAL] You're very welcome. OK, looking at this policy, I do show that the policy lapsed on [PII].
[AGENT][NEUTRAL] It's no longer active, but let me check and see if they have another policy.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, let me, let me give you the policy number.
[CUSTOMER][NEUTRAL] Do you have the new one?
[AGENT][NEUTRAL] It's 256.
[AGENT][NEUTRAL] Yes, this is the new and it's it's active effective [PII].
[AGENT][NEUTRAL] And it is 256-893-4.
[CUSTOMER][NEUTRAL] I'm sorry, I lost you. Give me one second. I don't know why the lines are terrible. I'm sorry, love. Are you there?
[AGENT][NEUTRAL] Yes, I'm here I can hear you now.
[CUSTOMER][NEUTRAL] OK. So you say 25689?
[AGENT][NEUTRAL] Yes, 256-893-4.
[CUSTOMER][NEGATIVE] OK, after the 3, I lost you.
[AGENT][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] I'm sorry. Yeah, I mean, like I say, after the 3, I lost you. You had, you told me 256-893.
[AGENT][NEUTRAL] And then the last digit is 4.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. So,
[AGENT][NEUTRAL] After 3 is 4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. So she's active. OK, this is like a gap insurance, correct?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK. I need to know if she's covered for office visits or and ultrasound done in office.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK, let me pull in her policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Just and read it to see if she has office visits.
[CUSTOMER][POSITIVE] No problem. Thank you for your help.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] It's gonna be just a moment while it loads up so I can read it.
[CUSTOMER][POSITIVE] No problem, no problem.
[AGENT][NEUTRAL] OK, so the physician office visit fee is not included on the policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So she would have to go to an ER urgent care center, MRI imaging center or an ambulatory center.
[CUSTOMER][NEUTRAL] OK, that's for the ultrasounds, correct?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so she doesn't have cover for office of, OK, um, ultrasound done in office.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] All right, well, I'm sorry to ask again when this policy was active, the last one?
[AGENT][NEUTRAL] Uh, the new one is Active Effective [PII].
[CUSTOMER][NEUTRAL] OK, love. Can I have a reference number from this phone call?
[AGENT][NEUTRAL] Yes you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, can you spell your name? [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you, love. Have a wonderful day. Thank you.
[AGENT][POSITIVE] You too. Thank you. You have a good weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] You too, sweetheart. You're welcome. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.