AccountId: 011433970860
ContactId: 44368e2a-0dbc-4df0-8983-5f695830fe6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140130 ms
Total Talk Time (AGENT): 55706 ms
Total Talk Time (CUSTOMER): 71630 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/44368e2a-0dbc-4df0-8983-5f695830fe6d_20250217T19:01_UTC.wav
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[AGENT][NEUTRAL] Uh, [PII], this is how may I assist you?
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Hi. [PII] calling from provider's office to check the patient's medical eligibility. Can you help me on that?
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you repeat your name for me because I didn't get it when you gave it to me.
[CUSTOMER][NEUTRAL] Yeah, I'm [PII].
[AGENT][POSITIVE] [PII], can I have a callback number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] OK. My callback number is [PII].
[CUSTOMER][NEUTRAL] And can you spell your name for me?
[AGENT][NEUTRAL] [PII] and today's date as a reference, [PII], because we don't provide reference numbers. What is the policy number of the member?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02496786
[CUSTOMER][NEUTRAL] And name of the member [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility?
[CUSTOMER][NEUTRAL] Only eligibility for medical.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active, and can I have your name again? I apologize.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. It's [PII]
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] And the policy effective date is [PII], is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, is there a group number and group name?
[AGENT][NEUTRAL] Yes, there is.
[AGENT][NEUTRAL] The group number
[AGENT][NEUTRAL] 26496, that's 26496.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. And the group name, please?
[AGENT][NEUTRAL] The Downs Law Group PA.
[CUSTOMER][NEUTRAL] OK, and then it has letters P and E, is it right?
[AGENT][NEUTRAL] Yes, P as in Paul, A as in Alpha.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the call reference for this call?
[AGENT][NEUTRAL] We don't provide those as stated earlier.
[CUSTOMER][POSITIVE] OK, I'll send him in today's details. OK, OK, thank you. Thank you so much for your help, sir. Have a nice day. Nothing. Thank you. Thank you for your help. Bye-bye.
[AGENT][NEUTRAL] You use my name in today's date.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][POSITIVE] Thanks for calling APL [PII] have a great day. Goodbye.