AccountId: 011433970860
ContactId: 6437a34d-efa6-4d38-bd69-02b4a5801b2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281089 ms
Total Talk Time (AGENT): 65508 ms
Total Talk Time (CUSTOMER): 105336 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/6437a34d-efa6-4d38-bd69-02b4a5801b2a_20250418T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] The patient's policy number is 02464423.
[AGENT][NEUTRAL] And can I get the patient name and date of birth?
[CUSTOMER][NEUTRAL] And the first name is [PII] And the last name is [PII], [PII] with date of birth, [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] That means it's a gap policy, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much for that. And could you please provide me with the group number or group ID used for billing purposes?
[AGENT][NEUTRAL] Uh, group number is 236-09.
[CUSTOMER][POSITIVE] Thank you so much for that. And the member of [PII] is the primary subscriber of the plan, right?
[AGENT][NEUTRAL] Uh, no, they're dependent.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] They are dependent. Thank you so much for that. And uh the subscriber name will be [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation, [PII]. And uh I do have one more member to check for eligibility. Could you please also help me with that number?
[AGENT][NEUTRAL] What's the member's policy number?
[CUSTOMER][NEUTRAL] One moment. For the next member, I have their policy number as uh
[CUSTOMER][NEUTRAL] 102
[CUSTOMER][NEUTRAL] 722-537-6
[AGENT][NEUTRAL] 102-7225376
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] That's too long to be one of our policy numbers. Do you have their name or social?
[CUSTOMER][NEUTRAL] Sure. My first name is [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the last name is [PII]
[CUSTOMER][NEUTRAL] With date of birth, [PII].
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] Do you have the subscribe is she the subscriber, do you know?
[CUSTOMER][NEUTRAL] Uh, no, unfortunately, yes, she's the subscriber. If you want, I can provide you with her social security number.
[AGENT][NEUTRAL] We can try that. What's the social?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] So unfortunately I'm not finding any member information that matches that information. I searched by social, it does not bring up any member plan.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Uh, no problem. Uh, thank you so much for the information, sir. Uh. So for the confirmation with the member ID that I have given and with the name and date of birth and such and such, no member was found, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much for that confirmation and that's all for today. Have a great day and stay safe.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.