AccountId: 011433970860
ContactId: 2f2ae596-20be-4388-93fd-4ba229dbfb89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141380 ms
Total Talk Time (AGENT): 56583 ms
Total Talk Time (CUSTOMER): 68275 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/2f2ae596-20be-4388-93fd-4ba229dbfb89_20250128T20:16_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on patient medical eligibility. Could you please help me with that?
[AGENT][POSITIVE] Yeah, I'd love to help you with some eligibility today and can I get a callback number for you please?
[CUSTOMER][NEUTRAL] Yes, the callback number, it is [PII] with extension [PII].
[AGENT][POSITIVE] Thank you very much and what's the member's policy number today?
[CUSTOMER][NEUTRAL] Yes, the policy number it is 02585493 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you and let me search that for you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, I really appreciate your patience and would you mind verifying your member's first and last name and date of birth for me please?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] and the date of birth, it is [PII].
[AGENT][POSITIVE] Wonderful. I do see her here. It looks like she is current and active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And is there other information you're needing for eligibility today, [PII]?
[CUSTOMER][POSITIVE] Yes, oh, thank you very much for that. Uh, that means the policy is effective from [PII] and still currently active, am I right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] Thank you very much. Could you please provide me the group number and group name for this policy?
[AGENT][POSITIVE] Yeah, let me pull that up for you.
[AGENT][NEUTRAL] All right, it looks like the group number is 17,750.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And then the group the group name is E like elephant, C like Charlie, U like umbrella, worldwide.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you and could you please spell out your name for the documentation purpose for me?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you very much, [PII], and may I know the call reference number for this call?
[AGENT][NEUTRAL] Oh yeah, you bet you it's gonna be my name [PII], my last initial [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. Thank you for your help. Have a great day bye bye.
[AGENT][POSITIVE] My pleasure take care bye bye.
[CUSTOMER][NEUTRAL] OK.