AccountId: 011433970860
ContactId: 610e19d7-f3da-4e83-914e-1005db412486
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276720 ms
Total Talk Time (AGENT): 82861 ms
Total Talk Time (CUSTOMER): 68277 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/610e19d7-f3da-4e83-914e-1005db412486_20250102T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] from the provider office to obtain the eligibility information of patient health insurance.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on eligibility today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] OK, so I have a policy number, but I think it is not the correct one. I'm giving you that 1. 60801.
[CUSTOMER][NEUTRAL] This is the policy number we have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's our payer ID. Do you have their name or social?
[CUSTOMER][NEUTRAL] Yes, I have that. So, first name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK. Let me take a look by name here.
[CUSTOMER][NEUTRAL] And date of birth?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the month again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Do you know what state she lives in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] All right, so I was able to locate a patient plan with that name and date of birth. It is active. The effective date on this is [PII]. Would you like the policy number?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The policy number is 02510723.
[AGENT][NEUTRAL] We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, so I'm repeating the number ID 02510723, right?
[AGENT][POSITIVE] Yes, ma'am. Correct.
[CUSTOMER][NEUTRAL] Is there any letter in the
[CUSTOMER][NEUTRAL] Member ID?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, and the effective date is [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And the billing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Just a moment, let me check what we have.
[CUSTOMER][POSITIVE] OK, thank you so much. And what is the electronic pay already?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 1 and this is a commercial plan, right?
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] Is this a commercial plan or PPO?
[AGENT][NEUTRAL] It's a commercial plan. It's a secondary plan.
[CUSTOMER][POSITIVE] OK. Thank you so much. And your name?
[AGENT][NEUTRAL] My name is [PII], that's spelled [PII]
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.