AccountId: 011433970860
ContactId: 4ad945e3-a15d-475c-8498-c1aa561caf2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202509 ms
Total Talk Time (AGENT): 78192 ms
Total Talk Time (CUSTOMER): 90803 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4ad945e3-a15d-475c-8498-c1aa561caf2a_20250325T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on patient medical eligibility. Could you please help on that?
[AGENT][POSITIVE] OK, I'm happy to check on the eligibility today. Can I get the patient?
[CUSTOMER][NEUTRAL] 11:20.
[AGENT][NEUTRAL] Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Yeah, 02582218.
[AGENT][NEUTRAL] And can I get your first name again and a callback number, please?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII] and the callback number is [PII] with an extension [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes. [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date on the patient's plan is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] is for today and currently active, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK. May I know the plan type?
[AGENT][NEUTRAL] Uh, we are the members secondary meddling plan.
[CUSTOMER][NEUTRAL] Secondary med link, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any group name?
[AGENT][NEUTRAL] Uh, let me check for the group. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, the group name is General sales.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sorry, general sales, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Group number?
[AGENT][NEUTRAL] 23068.
[CUSTOMER][NEUTRAL] OK, thank you. Is there any electronic pay rating?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the claim's mailing address?
[AGENT][NEUTRAL] Claims mailing address would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that's in [PII] City, [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] May I know your name, please?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK, thank you. May I know call reference number, please?
[AGENT][NEUTRAL] Call references my name with my last initials in today's date. My name again is [PII], last initial is [PII].
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for the information. Have a wonderful day. Bye-bye.
[AGENT][NEUTRAL] You as well. Bye-bye.