AccountId: 011433970860
ContactId: 54d3e410-d46b-4460-818c-1d88e7bf0c27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183679 ms
Total Talk Time (AGENT): 67728 ms
Total Talk Time (CUSTOMER): 77053 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/54d3e410-d46b-4460-818c-1d88e7bf0c27_20250327T15:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. We're the, we're the provider. Um, I'm just calling for the eligibility for a member.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 231-274-8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims.
[AGENT][NEUTRAL] And he does have a new policy number.
[CUSTOMER][NEUTRAL] Oh OK, that policy number terminated. When, when did that policy number terminate?
[AGENT][NEUTRAL] OK. Please repeat that number because he has several.
[CUSTOMER][NEUTRAL] 231-274-8
[AGENT][NEUTRAL] OK. That one terminated on [PII].
[CUSTOMER][NEUTRAL] OK, what's his new one?
[AGENT][NEUTRAL] His new one is 254-6604.
[CUSTOMER][POSITIVE] OK, perfect, thank you. OK. Uh-huh.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Mhm. No problem.
[AGENT][NEUTRAL] And the effective date?
[CUSTOMER][NEUTRAL] OK, and his group name is?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh go ahead.
[AGENT][NEUTRAL] Do you need the effective date for the new policy number?
[CUSTOMER][NEUTRAL] Yeah. OK, go ahead. Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That effective date is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Thank you. OK, and his group name is Oasis Holding LLC?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Any any group number?
[AGENT][NEUTRAL] Um, the group number is 15185.
[CUSTOMER][NEUTRAL] 15185. OK, and he's the is he the subscriber?
[AGENT][NEUTRAL] [PII], yes, ma'am. He's the subscriber.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll just leave him as the subscriber. OK, perfect, OK.
[CUSTOMER][NEUTRAL] OK perfect EB and then it's your name.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, for, for the reference number is my name and today's date. Is there anything else?
[CUSTOMER][NEGATIVE] Wrong one.
[CUSTOMER][NEUTRAL] Yeah, but your name in today's day, yeah.
[CUSTOMER][NEUTRAL] Um, let me, let me just make sure, let me just check one more thing.
[CUSTOMER][POSITIVE] Got everything
[CUSTOMER][POSITIVE] OK, let's put that be verified. OK, we're all set now. Thank you.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too, bye bye.