AccountId: 011433970860
ContactId: 5601b5b0-359b-4aee-afb8-d4a2cc7b527d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273489 ms
Total Talk Time (AGENT): 86304 ms
Total Talk Time (CUSTOMER): 110084 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/5601b5b0-359b-4aee-afb8-d4a2cc7b527d_20250609T20:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office regarding member eligibility, and I didn't get your name and no. Is it [PII]?
[AGENT][NEUTRAL] Yes, [PII], last initial [PII] and you say your name is [PII]?
[CUSTOMER][NEUTRAL] That's right. [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for eligibility, correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, and what is the
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] The policy number is 01659469 M as in Mike L as in Lima 8.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, one moment. I apologize. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII] with [PII] [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] My my name is [PII], with date of birth, [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] Um, showing that policy number you gave, it terminated [PII]. However, she does have a current policy and I can give you that number when you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, and before that, uh, for the policy number that I've provided, may I know the effective termination date?
[AGENT][NEUTRAL] Effective [PII], terminated [PII].
[CUSTOMER][POSITIVE] Thank you so much for that. And now, may I know the new policy number?
[AGENT][NEUTRAL] It's 250.
[AGENT][NEUTRAL] 253 2.
[AGENT][NEUTRAL] Effective [PII], policy is active.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh for the confirmation, [PII], I have the member ID is 2502532, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you, and it's a gap policy, right?
[AGENT][NEUTRAL] It's a secondary supplemental plan.
[CUSTOMER][NEUTRAL] Thank you. And uh is there a group number or group ID used for billing purposes?
[AGENT][NEUTRAL] Group number 15493.
[AGENT][NEUTRAL] Group name is City of [PII]. Go ahead.
[CUSTOMER][POSITIVE] Thank you. And the number.
[CUSTOMER][NEUTRAL] Thank you. And one last question. May I know whether the member [PII] is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] She's subscriber.
[CUSTOMER][POSITIVE] Thank you so much for that. And the thing is I do have one more member to check for eligibility. Could you please also help me with that member?
[AGENT][NEUTRAL] Uh, give me one moment, please.
[CUSTOMER][NEUTRAL] It's with the same provider.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, and what is the next policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's 02515643. M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Ma'am, my name is uh [PII] with date of birth [PII].
[AGENT][NEUTRAL] OK, showing the effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Thank you. And uh how about the group ID number?
[AGENT][NEUTRAL] Uh, group number 80082.
[CUSTOMER][NEUTRAL] Thank you. And uh may I know whether the number is a subscriber or a dependent?
[AGENT][NEUTRAL] A subscriber.
[CUSTOMER][POSITIVE] Thank you so much for the information, [PII], and for the reference number, it's your name and today's date, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you for that and that's all for today. Have a great day and stay safe.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO bye.
[CUSTOMER][POSITIVE] Mhm. Thank you. Bye.