AccountId: 011433970860
ContactId: 31b56e1f-61e2-4efd-ab35-15cadbbf9a91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151750 ms
Total Talk Time (AGENT): 77773 ms
Total Talk Time (CUSTOMER): 105474 ms
Interruptions: 7
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/31b56e1f-61e2-4efd-ab35-15cadbbf9a91_20250129T14:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling just to see if a patient is active currently.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is a good callback number?
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] Uh, the call back number is [PII].
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Um, that's the one that says payer ID, right?
[AGENT][NEUTRAL] It's gonna, it could be at the bottom of the card and the outpatient benefit certificate number.
[CUSTOMER][NEUTRAL] Mm, OK, well let's try because I see there a group number or a payer ID so I'm not sure. I don't see anything else with numbers.
[AGENT][NEUTRAL] There's nothing at the bottom of the card saying an inpatient hospital benefit cert number or outpatient.
[CUSTOMER][NEUTRAL] Yeah, that's yeah yeah yeah which one do I give you?
[AGENT][NEUTRAL] That's that's the policy number the outpatient is fine.
[CUSTOMER][NEUTRAL] OK, so it's 01659686 ML 8.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is going to be um Apollonio Chanel 3962.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm checking her policy now that is an old policy number that termed on [PII], but she has active coverage under another policy number. Can I give you her active policy information?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yes you can.
[AGENT][NEUTRAL] All right, as of
[AGENT][POSITIVE] As a well let me get it pulled up. I apologize.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] As of [PII], her active or his active policy number is 250.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 25739.
[AGENT][NEUTRAL] 573 9.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 250-573-9
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Alright perfect alright thank you so much so uh he is currently active, correct?
[AGENT][NEUTRAL] He is currently active under this policy number. Mhm.
[CUSTOMER][POSITIVE] Alright perfect thank you so much no that would be all thank you so much have a beautiful day.
[AGENT][POSITIVE] It's a pleasure to help you with eligibility. Anything else I can help you with today, [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I hope you have a beautiful day as well. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.