AccountId: 011433970860
ContactId: 60476bac-a536-4fbb-8783-af229560aa15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262179 ms
Total Talk Time (AGENT): 81284 ms
Total Talk Time (CUSTOMER): 110495 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/60476bac-a536-4fbb-8783-af229560aa15_20250313T21:04_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] Yeah
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from provider office to check elig status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility, [PII]. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number is [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat the phone number for me, please? [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, it's correct.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, ma'am. Sure. Before proceeding that, may I know your name?
[AGENT][NEUTRAL] Sure, again, my name is [PII] The [PII] [PII].
[CUSTOMER][NEUTRAL] Uh huh, yeah, and uh the member ID is to apologies for that um 02.
[CUSTOMER][NEUTRAL] 586-434
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh-huh, yeah, sure. The last name is [PII].
[CUSTOMER][NEUTRAL] And the first name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth for this number is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. It's current year, [PII]. Yeah, [PII], thank you so much for that. Um, may I know the termination date for this?
[AGENT][NEUTRAL] Um, there's no termination date. The policy is still active.
[CUSTOMER][POSITIVE] Mhm uh-huh, thank you so much. This group number is founded, could you provide me?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] If, is there any group number for this eligibility service, could you provide me?
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group number is 70054.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 70054.
[CUSTOMER][NEUTRAL] Um, could you provide me the group name for this?
[AGENT][POSITIVE] Innovative staff solutions.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][POSITIVE] Innovative, I N N O V A T I V E.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But the.
[AGENT][NEUTRAL] Staff solutions.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Uh-huh. Yeah, thank you so much for that. Um,
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] May I know the payer ID for this?
[AGENT][NEUTRAL] Sure, the payer ID is 64556.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you so much for providing the eligibility information for this number. Um, nothing from my end. Before ending the call, could you provide me the call reference ID?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, [PII], thank you so much for assisting me today. Have a nice day. Bye bye.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Things from my end, [PII]. We can wind up the call. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.