AccountId: 011433970860
ContactId: 4b99165d-5b5b-4436-9545-15ff160e4e19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196389 ms
Total Talk Time (AGENT): 65731 ms
Total Talk Time (CUSTOMER): 83876 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/4b99165d-5b5b-4436-9545-15ff160e4e19_20250616T13:58_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good morning. Thank you for calling. Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from the provider's office to check on patient's medical eligibility. Could you please help us out?
[AGENT][NEUTRAL] Yes, I can, [PII]. What is your call back number please?
[CUSTOMER][NEUTRAL] Sure, sir. My good callback number is [PII] with the extension [PII].
[AGENT][POSITIVE] Thank you and spell your first name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And again, my name is [PII], spelled [PII] My last initial is [PII]. May I have that policy number, please, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Patient's policy number starts with 025814.
[CUSTOMER][NEUTRAL] 52 M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] OK, thank you very much. Give me one moment please.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][NEUTRAL] OK, I have that as.
[AGENT][NEUTRAL] You're welcome, [PII]. I have that policy number as 02581452ML8.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's first name is
[CUSTOMER][NEUTRAL] [PII], and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information and you're calling for eligibility and outpatient benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That eligibility, that eligibility for medical.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. I can help you with that. Now this member shows effective as of [PII] and the policy shows active for this member.
[CUSTOMER][POSITIVE] Thank you so much. Patience is not a dependent, right? He's a cardholder himself.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Correct policy holder.
[CUSTOMER][NEUTRAL] Patient is. Thank you. Could you please provide me the call that symptom for this call, [PII]?
[AGENT][NEUTRAL] We do not provide call reference number. You can use my name and today's date. Will there be anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Thank you so much, Angel. Policy active for medical effective from [PII]. Still it is active. It is a Medicaid policy, secondary to the primary. Your name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you for calling I'll take care bye bye.