AccountId: 011433970860
ContactId: 6b09d6ba-05fa-4d1c-b784-202372c30c68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208399 ms
Total Talk Time (AGENT): 84643 ms
Total Talk Time (CUSTOMER): 76472 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/6b09d6ba-05fa-4d1c-b784-202372c30c68_20250121T18:09_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], good afternoon. Uh, my name is [PII]. I'm calling as a provider and I'm trying to check on a member's eligibility.
[AGENT][NEUTRAL] Alright, [PII], I'm happy to check eligibility today. What is the uh member's policy number?
[CUSTOMER][NEUTRAL] Mhm um.
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 730.
[CUSTOMER][NEUTRAL] 98 letter M like Mary.
[CUSTOMER][NEUTRAL] 17.
[AGENT][POSITIVE] All right, thank you so much. And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yes, that will be [PII].
[CUSTOMER][NEUTRAL] 817.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, just to confirm, were you able to pull it up?
[AGENT][POSITIVE] Uh, yes, I was able to pull up a member.
[CUSTOMER][NEUTRAL] OK, great. Um, OK, so that's for [PII]. Uh, date of birth, [PII].
[AGENT][POSITIVE] Thank you so much. Patient plan is active. The effective date on this is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of course, OK, um.
[CUSTOMER][NEUTRAL] And may I please get the claim's mailing address?
[AGENT][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII]?
[CUSTOMER][NEUTRAL] Sorry, um, what was the zip code again?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Super, OK, sorry, the line was cutting a bit there OK um.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Thank you. And uh is there, just to confirm, are there group numbers or group name, anything like that?
[AGENT][NEUTRAL] Let me take a look here. One moment.
[AGENT][NEUTRAL] So the group number, yeah, the group number is gonna be 23143.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's Nova.
[AGENT][NEUTRAL] NOVA Southeastern University.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alrighty, OK, um, that was all I needed to confirm. Uh, do we have a call reference number?
[AGENT][NEUTRAL] Absolutely, Paul. Call references my name with my last initial than today's date. My name again is [PII], that is spelled [PII] Last initial to my name is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it. OK. Alrighty, well thanks so much [PII] for checking on this.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.