AccountId: 011433970860
ContactId: 587f15b5-3523-4ce0-8201-61ba908e4556
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192160 ms
Total Talk Time (AGENT): 56568 ms
Total Talk Time (CUSTOMER): 58130 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/587f15b5-3523-4ce0-8201-61ba908e4556_20250422T21:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] Uh, yes, she, I can help you with the eligibility. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do have the member name. Could you please search with that?
[AGENT][NEUTRAL] Uh, yes, can I get a good callback number though first?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] with extension [PII].
[AGENT][NEUTRAL] Extension
[AGENT][NEUTRAL] OK, what's the last name of the member?
[CUSTOMER][NEUTRAL] It is uh [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] It is uh [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was that date of service build them out?
[AGENT][NEUTRAL] Or you just need eligibility?
[CUSTOMER][NEUTRAL] Just eligibility for this month.
[AGENT][NEUTRAL] Uh, effective date is [PII]. Policy is active, no term date.
[CUSTOMER][NEUTRAL] OK. Could you please provide me the member ID?
[AGENT][NEUTRAL] Member ID is 2611429.
[CUSTOMER][NEUTRAL] 261-1429, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name for me?
[AGENT][NEUTRAL] Uh my name is [PII]. It's [PII] First initial to last name, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And the group number is uh 60801, right?
[AGENT][NEUTRAL] No, that's our payer ID number.
[CUSTOMER][NEUTRAL] Could you please put in the group number?
[AGENT][NEUTRAL] Group number is.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 27031.
[CUSTOMER][NEUTRAL] OK, and the effective it is [PII] and the number is still active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for your information, [PII]. Have a good day.
[AGENT][POSITIVE] OK, thanks for calling APLU as well. Thank you. Bye.