AccountId: 011433970860
ContactId: 3f4b0a38-c164-4030-aa55-d14e642c80a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275119 ms
Total Talk Time (AGENT): 103942 ms
Total Talk Time (CUSTOMER): 104408 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/3f4b0a38-c164-4030-aa55-d14e642c80a2_20250430T16:44_UTC.wav
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[CUSTOMER][NEUTRAL] Of um
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling on behalf of um one of our patients here. I'm with [PII] with Alabama Medical Group, and I was calling to verify his
[CUSTOMER][NEUTRAL] Insurance to make sure it's active and within our network.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. Um, can I please get your name, sir, and your callback number?
[CUSTOMER][NEUTRAL] OK, my name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, I'll look that up for you one second.
[CUSTOMER][NEUTRAL] You a.
[CUSTOMER][NEUTRAL] The name is going to be [PII].
[CUSTOMER][NEUTRAL] I'm just getting off of another patience.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] One second.
[AGENT][POSITIVE] Yes, take your time.
[CUSTOMER][NEUTRAL] Multitasking here.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, the patient's name is [PII], and the date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, what year it don't show at all. I gotta go here [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that ID number is 002141361.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active.
[AGENT][NEUTRAL] The policy termination date was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check to see if he has any active policies.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With us
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, he does.
[CUSTOMER][NEUTRAL] Any questions
[AGENT][NEUTRAL] Let me give you the good policy number.
[CUSTOMER][NEUTRAL] Your phone is scratching up a little bit, give me one sec.
[AGENT][NEUTRAL] Uh 00.
[CUSTOMER][NEUTRAL] Alright, could you repeat that for me?
[AGENT][NEUTRAL] OK, so
[AGENT][POSITIVE] Yes, let me give you the good policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 2506702.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh 2506702.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] there's gonna be OK, is that an active policy?
[AGENT][POSITIVE] And in order to get benefits, I'm going.
[AGENT][POSITIVE] Yes, it is active. Let me give you the effective date.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] [PII], should he have the new card?
[AGENT][POSITIVE] Yes, he should have a new card.
[CUSTOMER][NEUTRAL] So the member ID is 25067002.
[AGENT][POSITIVE] Yes sir, that's correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And that is company online.
[AGENT][NEUTRAL] And then I'm gonna need to transfer you on over.
[AGENT][NEUTRAL] To web TPA so that they can help you with the benefits on this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me give you that phone number just in case the call gets dropped. You'll have it.
[CUSTOMER][NEUTRAL] OK, what's that number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] what's the last one you said?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, OK.
[AGENT][NEUTRAL] OK, so it's gonna be a brief hold, [PII] while I transfer you over. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Alright well you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Bye bye sir.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administ.