AccountId: 011433970860
ContactId: 49936501-0200-4100-9e80-6525a6e74878
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210729 ms
Total Talk Time (AGENT): 99129 ms
Total Talk Time (CUSTOMER): 65084 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/49936501-0200-4100-9e80-6525a6e74878_20250109T16:50_UTC.wav
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[AGENT][POSITIVE] Hi, thank you so much for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling you from provider's office to check the to the patient.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with some eligibility today and I'm so sorry, but can I get your name one more time please?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Can I get your name again, please?
[CUSTOMER][NEUTRAL] Sure, sure. My name is [PII]. Could you please spell out your name too?
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yes, it is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] My pleasure. Thank you. And do you mind if I also get a good callback number from you real quick, my friend?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII].
[AGENT][POSITIVE] Wonderful thank you and the member's policy number you're calling for?
[CUSTOMER][NEUTRAL] Uh, it's 01678802.
[CUSTOMER][NEGATIVE] MLH.
[AGENT][POSITIVE] Thank you. I appreciate that.
[AGENT][NEUTRAL] And give me just a moment to get that pulled up.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] Thank you. And would you mind verifying for me, pretty please, your patient's first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of the [PII].
[AGENT][POSITIVE] Perfect, I do see her right here and.
[AGENT][NEUTRAL] Let me see, she is current and active with us. It looks like her effective date is [PII].
[AGENT][NEUTRAL] And as far as eligibility goes, is there any other information you need from Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, your date is [PII], right?
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Uh, what's the termination date?
[AGENT][NEUTRAL] Uh, she doesn't have a termination date. She's still active.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, could you please provide me the address?
[AGENT][NEUTRAL] I, I'm so sorry, did you ask for the payer ID or?
[CUSTOMER][NEUTRAL] I want both the payer address and the payer ID.
[AGENT][NEUTRAL] Payer ID and payer address, you bet you so the ID is 60801.
[AGENT][NEUTRAL] And the address, you can address it to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And we're gonna go to [PII].
[AGENT][NEUTRAL] And then that is in [PII].
[AGENT][NEUTRAL] The zip code here is [PII].
[CUSTOMER][NEUTRAL] OK, thank you, uh, [PII]. Could you please uh provide me the call reference, please?
[AGENT][NEUTRAL] Yeah, you bet you. The call reference is just gonna be my name [PII], my last initial [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you, [PII]. Thank you for your assistance. Have a nice day.
[AGENT][POSITIVE] Hey my pleasure you too, take care and thanks for calling APL.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] All right, bye bye.