AccountId: 011433970860
ContactId: 5ee16a0f-e0d5-4ebb-ad92-e4b0447a2de4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208979 ms
Total Talk Time (AGENT): 51316 ms
Total Talk Time (CUSTOMER): 99130 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/5ee16a0f-e0d5-4ebb-ad92-e4b0447a2de4_20250226T19:34_UTC.wav
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[AGENT][POSITIVE] Afternoon. Thanks for calling Apis [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hi, my name is [PII] calling from provider's office to check the member's medical eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. And I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] Sure. My first name is [PII]. It's [PII]. And first initial to my last name is going to be [PII].
[AGENT][NEUTRAL] OK, [PII], um, give me one second, please. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII] with an extension of [PII].
[AGENT][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] And if you don't mind, could you please spell out your name for my documentation purpose?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thanks, [PII].
[AGENT][NEUTRAL] In code
[AGENT][NEUTRAL] Can I get the member's policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is going to be
[CUSTOMER][NEUTRAL] 02581452 M. Mike L Lima, and 8.
[AGENT][NEUTRAL] The member's name, date of birth?
[CUSTOMER][NEUTRAL] The member's first name is going to be
[CUSTOMER][NEUTRAL] [PII], and the last name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, [PII], thank you for that. And you said you wanted an eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm showing member's policy is active as of [PII].
[CUSTOMER][NEUTRAL] Mhm. So you said the policy is effective from [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, just one second.
[CUSTOMER][NEUTRAL] And could you please tell me, is there any group number or group number?
[AGENT][NEUTRAL] The group number is 16484.
[CUSTOMER][NEUTRAL] And is there any group name?
[AGENT][NEUTRAL] Urban League.
[CUSTOMER][NEUTRAL] Urban League, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Sure, thanks for this information, [PII].
[CUSTOMER][NEUTRAL] Just one
[CUSTOMER][NEUTRAL] It's Urban League of Board County group name.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, the group name is going to be Urban League of Broward County, right?
[AGENT][NEUTRAL] Bro I work
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure. Thanks for this information. And could you please tell me the electronic payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Sure. Thanks for this information, [PII]. And can I get the call reference number for this one?
[AGENT][NEUTRAL] We don't give reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thanks for this information, [PII], and thanks for assisting today and have a good day. Bye-bye.
[AGENT][NEUTRAL] Yes sir, [PII], was there anything else that I can help you with today?
[CUSTOMER][NEGATIVE] No, thanks for that.
[AGENT][POSITIVE] Alright, no problem, thanks for calling A. You have a wonderful day.
[CUSTOMER][NEUTRAL] This is the point.
[AGENT][NEUTRAL] Bye.