AccountId: 011433970860
ContactId: 5046806c-d169-4101-b812-df27f70cd751
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209479 ms
Total Talk Time (AGENT): 104008 ms
Total Talk Time (CUSTOMER): 67545 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/5046806c-d169-4101-b812-df27f70cd751_20250501T17:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello this is [PII] calling from V City Consultants to check on the member eligibility information. I'm audible.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and can you repeat your name? I didn't get your name.
[CUSTOMER][NEUTRAL] Sure. My name is [PII]
[CUSTOMER][NEUTRAL] Could you please spell out your name too?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. That's [PII].
[AGENT][NEUTRAL] And may I have, you're welcome, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] So, that will be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] So policy number will be?
[CUSTOMER][NEUTRAL] 236-5644 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] So patient name will be [PII] and date of birth will be [PII].
[AGENT][NEUTRAL] OK, and you said you need eligibility?
[CUSTOMER][NEUTRAL] Yes, I need to check on the eligibility.
[AGENT][NEUTRAL] OK, we have an effective date of [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm. OK. Uh.
[CUSTOMER][NEUTRAL] May I get the claim of your name, please?
[AGENT][NEUTRAL] Sure, the mailing address is submit claims it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that will be [PII].
[CUSTOMER][NEUTRAL] After that, can you repeat it again?
[AGENT][NEUTRAL] OK, let me start all over again because um it has, um, OK, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][POSITIVE] OK, thank you again soon.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Thank you. And may I get the payer ID also, please?
[AGENT][NEUTRAL] OK, uh, payer ID is 60801. Again, that's 60801. Now, this one needs to be faxed or mail because we need the primary explanation of benefits attached to it.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] May I get the contact number of our console?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will.
[CUSTOMER][POSITIVE] Sure, thank you again. So thank you for your valuable time and information. Have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You as well and thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome, bye.