AccountId: 011433970860
ContactId: 384e0dc4-7c02-40b1-8faa-348549ad996c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172839 ms
Total Talk Time (AGENT): 57912 ms
Total Talk Time (CUSTOMER): 75472 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/384e0dc4-7c02-40b1-8faa-348549ad996c_20250313T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider office for checking eligibility and benefits for PCP office visit.
[CUSTOMER][NEUTRAL] 2 months.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits and eligibility today for a primary office visit. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yes, the policy number is 02024602NL7.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure. [PII].
[AGENT][NEUTRAL] Thank you. And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Customer service agent
[CUSTOMER][NEUTRAL] Yeah, sure. [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for that. So looks like the effective date for the member, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] My first was on [PII].
[AGENT][NEUTRAL] Correct. And the policy terminated on [PII]. No other active coverage with us at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this policy has been terminated, right?
[AGENT][NEUTRAL] Correct. As of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] This patient is in IQ. What is the the IQ patient?
[CUSTOMER][NEUTRAL] Do you know?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Which is an acute patient, which is a primary patient, you don't?
[AGENT][NEUTRAL] The subscriber on the policy?
[AGENT][NEUTRAL] Was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This was I uh.
[CUSTOMER][NEUTRAL] When was the inactive date?
[AGENT][NEUTRAL] The inactive or active date?
[CUSTOMER][NEGATIVE] Inaccurate.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Is there anything else I can
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Anything else I can help with?
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] No, it's enough
[AGENT][POSITIVE] Have a good day. Thank you.