AccountId: 011433970860
ContactId: 5d8f2b10-d349-439a-9b3c-4ef13d6447ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265980 ms
Total Talk Time (AGENT): 67029 ms
Total Talk Time (CUSTOMER): 87409 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/5d8f2b10-d349-439a-9b3c-4ef13d6447ad_20250314T19:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII], and I'm calling from the provider's office for checking on an eligibility status for the patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII], [PII]. It's a direct line. And the member ID is M as in Mike 992278123.
[AGENT][NEUTRAL] OK, do you have their APL policy number?
[CUSTOMER][NEUTRAL] No, no, ma'am.
[AGENT][NEUTRAL] OK, I can also search the policy with the social or the first and last name.
[CUSTOMER][NEUTRAL] Sure. Uh, I have a first name, first and last name, ma'am. First name, [PII]. Last name, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm just waiting for the policy to populate here. Hold on one.
[CUSTOMER][NEUTRAL] Hello, ma'am?
[AGENT][NEUTRAL] Yes, I'm here. I'm just waiting for the policies to populate. Hold on one moment. And this is for medical, right?
[CUSTOMER][NEUTRAL] Sure, sure, sure, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And may I have the date of birth?
[CUSTOMER][NEUTRAL] Ma'am, uh, the date of birth for this patient is on [PII].
[AGENT][NEUTRAL] OK, now this is a different date of birth. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Does he have a middle initial?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh the middle name is uh [PII]
[AGENT][NEUTRAL] Um, is there any way, can you verify the last four of your social?
[CUSTOMER][NEUTRAL] Um, I don't have that. Can you give me a second? I'll just again check in the medical records, ma'am. One moment, please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Ma'am, [PII]. Can you please check this for me?
[AGENT][NEUTRAL] Yes, OK, so the policy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So the number that we have here with that name has a different last four of the social and date of birth. So we don't have um
[AGENT][NEUTRAL] Unless we can get some more information from what we're using to search, we don't have a policy for the member.
[CUSTOMER][NEUTRAL] Uh, OK. Thank you so much for this information, ma'am. And uh can you also please help me with the call reference number for our call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Again, thank you so much for assisting me today. Have a great day. Bye-bye, ma'am.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.