AccountId: 011433970860
ContactId: 5adff56d-a0b1-4a1d-922c-8f859c26869e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313790 ms
Total Talk Time (AGENT): 109871 ms
Total Talk Time (CUSTOMER): 112301 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/5adff56d-a0b1-4a1d-922c-8f859c26869e_20250611T20:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, I have 0026.
[CUSTOMER][NEUTRAL] 32296
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, we have, uh, [PII] [PII].
[AGENT][NEUTRAL] And you said the policy number is 263-229-6?
[CUSTOMER][NEUTRAL] Uh yes, 00263.
[CUSTOMER][NEUTRAL] 2296.
[AGENT][NEUTRAL] OK, I don't show them under this policy. Do you show who, uh, you have as the policy holder or subscriber?
[CUSTOMER][NEUTRAL] Uh, um, uh, [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I apologize. Give me that um patient's name one more time. I'm gonna have to search by the name.
[CUSTOMER][NEUTRAL] OK. uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I do not show that patient in our system.
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] OK, it's.
[CUSTOMER][NEUTRAL] I don't, um, but if we can check another patient, um, that'll be helpful.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, for the next one, I have 01482796.
[AGENT][NEUTRAL] Oh, and I I did that. Sorry, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Excuse me, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, for this we have [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, I'm showing, showing his effective date is [PII], and he is active under the policy.
[CUSTOMER][NEUTRAL] 12582.
[CUSTOMER][NEUTRAL] Alrighty, and may I have a reference?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK. Uh, I have 2 more if I can have your help with if that's OK.
[AGENT][NEUTRAL] Sure, give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and what is the next policy number, please?
[CUSTOMER][NEUTRAL] 02571037.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, it's combined uh [PII].
[CUSTOMER][NEUTRAL] And then 3 1849.
[AGENT][NEUTRAL] OK, I've shown her effective date is [PII] and she is active.
[CUSTOMER][NEUTRAL] OK, and then the last one when you're ready.
[AGENT][NEUTRAL] Give me one moment. I have to type it out after each one.
[CUSTOMER][POSITIVE] No worries, take your time.
[AGENT][NEUTRAL] OK, and what is the next policy number?
[CUSTOMER][NEUTRAL] 02021778.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] And 824 11.
[AGENT][NEUTRAL] OK, um, showing, uh, yes, ma'am, showing his effective date is [PII] and he is active.
[CUSTOMER][NEUTRAL] He's a dependent.
[CUSTOMER][POSITIVE] Perfect. And then I'm sorry, may I have your first name again?
[AGENT][NEUTRAL] Yes, it's [PII], last initial [PII]
[CUSTOMER][POSITIVE] Alrighty, [PII], that is all I need your help with for today. Thanks so much for your help. You have a great day and stay safe.
[AGENT][POSITIVE] Alright you too thank you for calling APL bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye.