AccountId: 011433970860
ContactId: 4133b838-8b09-4cbf-8f1d-5251804e75e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257548 ms
Total Talk Time (AGENT): 84952 ms
Total Talk Time (CUSTOMER): 101537 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/4133b838-8b09-4cbf-8f1d-5251804e75e1_20250227T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from provider's office to check the patient's medical eligibility. Could you please help?
[AGENT][NEUTRAL] Yes, I'm happy to check on eligibility. [PII], what is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, I do have the patient's ID number. Here it is.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] 02493393 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] All right, thank you for that one moment.
[AGENT][NEUTRAL] And if I can have patient's name and date of birth?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yes, my first name is.
[CUSTOMER][NEUTRAL] [PII]. How do you spell out like [PII] and the last name is [PII]. It is [PII]
[AGENT][NEUTRAL] Thank you. Date of birth?
[CUSTOMER][NEUTRAL] Date of birth of the member is
[CUSTOMER][NEUTRAL] Uh, just a second, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Uh, you have the member's date of birth here. It is [PII].
[AGENT][NEUTRAL] Thank you [PII]. So the patient is active. The effective date on the member plan is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so the member's policy is effective from [PII] and now the policy is active, right?
[AGENT][POSITIVE] Uh-huh. Correct.
[CUSTOMER][NEUTRAL] Uh, got it. Thank you. If you don't mind, could you please provide me the group name and the group number for the policy?
[AGENT][NEUTRAL] Uh, yeah, let me take a look here.
[AGENT][NEUTRAL] The group name is Fortune Insurance. That's F as in Frank, O as in Oscar, R as in Robert, T as in Tango, U as in Uniform, N as in November.
[AGENT][NEUTRAL] Insurance is the name.
[AGENT][NEUTRAL] And the group number is 23205.
[CUSTOMER][NEUTRAL] If you don't mind, could you please repeat the group name once again?
[AGENT][NEUTRAL] Fortune Insurance.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh-huh, it's Fortune Insurance.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Could you please spell out the first word?
[AGENT][NEUTRAL] F as in Frank.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] O as in Oscar.
[AGENT][NEUTRAL] R as in Romeo.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] T as in Tango.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] U as in uniform.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] N as in November.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] O F O R T U Insurance is the second word, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got it. Uh, so the member's policy is effective from [PII]. Group number is 23205. Group name is Fortune Insurance. And, uh, could you please provide me your name?
[AGENT][NEUTRAL] My name is [PII], that's spelled [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My last initial is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She hasn't [PII] is the last name initial.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, may I get the call reference please?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date.
[CUSTOMER][POSITIVE] Got it. Thank you, [PII]. Thank you very much for the help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You too have a great day bye. Thank you.
[AGENT][NEUTRAL] Uh bye-bye.