AccountId: 011433970860
ContactId: 64185783-33e2-48ef-836b-7e42ad94df73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174240 ms
Total Talk Time (AGENT): 55360 ms
Total Talk Time (CUSTOMER): 103648 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/64185783-33e2-48ef-836b-7e42ad94df73_20250311T17:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], let's see, good, good. Let's see here. Good afternoon. My name is [PII]. We're the provider.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm just calling hi, how are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm OK, thank you. Let's see, I'm calling here for the um elig eligibility please for a member.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] OK, policy number is, hold on, let me see, it's loading.
[CUSTOMER][NEUTRAL] Hold on. OK. 021408444 ML 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here and do you have a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII]. Uh, were the secondary insurance, [PII]'s is gonna cover the deductible, co-pay, or co-insurance?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, and she's the subscriber, right, [PII]?
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK perfect and we have your address [PII] [PII]. What is the group name?
[AGENT][NEUTRAL] Uh, let me
[CUSTOMER][NEUTRAL] Is the group name gonna be?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Is it City of [PII]?
[AGENT][NEUTRAL] Let's see, yes, it is, uh-huh.
[CUSTOMER][NEUTRAL] OK, let me add that.
[CUSTOMER][NEUTRAL] OK, city.
[CUSTOMER][NEGATIVE] City of [PII] I I live here in [PII]. I don't even know how to spell it. That's bad.
[AGENT][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEGATIVE] OK, I got it. I that's, that's embarrassing. I didn't know. I live here in [PII]. I don't even know how to spell where I live, OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And group number is 15493, right?
[AGENT][POSITIVE] Mhm, correct, yeah.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see and [PII] or [PII] [PII]
[AGENT][NEUTRAL] Uh, there's a
[AGENT][NEUTRAL] There's an [PII] at the end, yep.
[CUSTOMER][POSITIVE] Thank you and your name?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then today's day, right?
[AGENT][POSITIVE] Mhm, that is correct, yeah.
[CUSTOMER][POSITIVE] Alright, thanks [PII] and I like that nice and easy and she's did I ask if she was did I ask if she was the subscriber?
[AGENT][NEUTRAL] Yeah, she is, uh-huh.
[CUSTOMER][POSITIVE] Alright perfect thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye you too.
[AGENT][NEUTRAL] Bye bye