AccountId: 011433970860
ContactId: 3abc1d9f-cca4-42ee-bb6b-beaa630fc483
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234839 ms
Total Talk Time (AGENT): 78988 ms
Total Talk Time (CUSTOMER): 99918 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/3abc1d9f-cca4-42ee-bb6b-beaa630fc483_20250521T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on eligibility status.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. May I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII] and the facility name is Pediatrics Medical Group.
[AGENT][NEUTRAL] OK, and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 60801. And the patient's first name is [PII], and the last name is [PII], and uh the date of birth is [PII].
[AGENT][NEUTRAL] OK, and the policy number you gave me 60801, that is our payer ID number. Do you see another number that may start with a 01 or 02 or you may see an inpatient or outpatient cert number?
[CUSTOMER][NEUTRAL] No, that's the number here. Can you please check with the patient's name and date of birth?
[AGENT][NEUTRAL] Yes, can you spell the name for me?
[CUSTOMER][NEUTRAL] Yes, the first name is [PII], which is [PII].
[CUSTOMER][NEUTRAL] And the last name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can find them by the name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I'm not finding a [PII] uh in our system. Do you have a, a social?
[CUSTOMER][NEUTRAL] No, I don't have that.
[AGENT][NEUTRAL] OK. Well, at this time I cannot pull the member up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, did you check with the member's date of birth?
[AGENT][NEUTRAL] I would have to have um the member's name or social, there's not a way for me to check just by date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You were not able to check with the member's name, right?
[AGENT][NEUTRAL] Then yes the member is not pulling up under that name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that number that you gave me is our payer ID number to send claims in electronically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, uh, thank you so much for that and could you please also provide me with the call reference number?
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes, thank you so much [PII] for your assistance. Have a great day.
[AGENT][POSITIVE] You have a wonderful day too, [PII]. Thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Yes, bye-bye.