AccountId: 011433970860
ContactId: 5625ea2e-4ad6-44f4-ab33-422da5159cfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252779 ms
Total Talk Time (AGENT): 78378 ms
Total Talk Time (CUSTOMER): 68788 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/5625ea2e-4ad6-44f4-ab33-422da5159cfb_20250612T16:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon, you.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on medical eligibility. Could you please help me with that?
[AGENT][NEUTRAL] I can help with eligibility. What is your name?
[CUSTOMER][NEUTRAL] [PII] My initial is [PII].
[AGENT][NEUTRAL] OK, my last initial is [PII]. My first name is [PII]. What is your call back? We're disconnected please.
[CUSTOMER][NEUTRAL] [PII]. It is a direct line?
[AGENT][POSITIVE] OK, thank you so much, [PII]. What is that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1,341,910.
[AGENT][NEUTRAL] OK, and let me just repeat that to confirm I have that as 13,419,190.
[CUSTOMER][NEUTRAL] Mm. Yes, 1,341,910.
[AGENT][NEUTRAL] 1910. OK, thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII]. The last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you very very much for the information, [PII] and you're calling for eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] I need only eligibility. I don't need any benefits.
[AGENT][NEUTRAL] OK, I can help with that. This member shows effective as of [PII]. This policy shows active.
[CUSTOMER][NEUTRAL] [PII]. When are the plan type?
[AGENT][NEUTRAL] This is a supplemental medical policy.
[CUSTOMER][NEUTRAL] Supplemental medical policy. May I know the group number?
[AGENT][NEUTRAL] Of course, one moment, let me get that information for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 135. Thank you. 13,530.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Could you please repeat it 13.
[AGENT][NEUTRAL] 13,530.
[CUSTOMER][NEUTRAL] 1350. OK.
[CUSTOMER][NEUTRAL] May I know the area and mailing address?
[AGENT][NEUTRAL] Our payer ID
[AGENT][NEUTRAL] Is 60801.
[AGENT][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] One of my
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Do you need the mailing address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. May I know the ZIP code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. May I know the reference number?
[AGENT][NEUTRAL] We do not provide a call reference number was using my name in today's date. Anything else I can assist you with [PII]?
[CUSTOMER][POSITIVE] No. Thank you for your help. Have a great day. Bye.