AccountId: 011433970860
ContactId: 5324165a-22d1-4efb-8044-aeb51c4fbd5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157600 ms
Total Talk Time (AGENT): 88402 ms
Total Talk Time (CUSTOMER): 42409 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/5324165a-22d1-4efb-8044-aeb51c4fbd5f_20250313T21:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] with pediatric specialist at Tulsa. I just need to verify member eligibility.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Yeah, [PII] or that's my phone number [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] It is 01874106.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, so thank you for verifying that information, [PII]. This policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. Might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so they do have one that is currently active. Uh, let me know when you're ready and I can give you that, uh, policy number.
[CUSTOMER][NEUTRAL] Alright, what's that new policy number?
[AGENT][NEUTRAL] That is 02.
[AGENT][NEUTRAL] 57.
[AGENT][NEUTRAL] 9321.
[AGENT][NEUTRAL] And this one's effective date. I'm sorry, it was just picked up where that other one left off. That's OK. [PII], um, reference number would just be my first name, last initial, and today's date, um, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Alright, and is there a reference
[CUSTOMER][NEUTRAL] Oh sorry, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, just to verify, what is the billing claims address [PII]?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, that is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] All right, and then the EDI number?
[AGENT][NEUTRAL] Oh, the pair ID?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] And is there a group number on this policy?
[AGENT][POSITIVE] Yes, give me just a moment, let me get that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Group number is 24158.
[CUSTOMER][POSITIVE] All right thank you so much you have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.