AccountId: 011433970860
ContactId: 611c1be3-22d5-484c-906d-0ca8fc544d4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144020 ms
Total Talk Time (AGENT): 64257 ms
Total Talk Time (CUSTOMER): 51939 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/611c1be3-22d5-484c-906d-0ca8fc544d4b_20250313T16:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] This is [PII] from the provider office to obtain the eligibility information of patient health insurance.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Sure. It is 02152694. M as in Mary, L as in Lima, number 7.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure, it is [PII].
[AGENT][NEUTRAL] Uh, what was the last 4? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh-huh. Sure. The first name is [PII]. Last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And you say you're calling to verify eligibility, correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Is the member ID is correct what I have provided you?
[AGENT][NEUTRAL] Uh, that is the correct policy number, yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. Is there any group number for this patient?
[AGENT][NEUTRAL] Uh yes. The group number is 25,230.
[CUSTOMER][POSITIVE] 25,230. Thank you so much. And could you please help me with the billing address?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and electronic pay ID for billing?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] 60801. Thank you so much and this is a commercial plan, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I have your name?
[AGENT][NEUTRAL] Uh, my name is [PII] And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much for all the information. Have a great day. Thank you so much. Bye.
[AGENT][POSITIVE] You're welcome