AccountId: 011433970860
ContactId: 6db9924d-b581-4f1f-b362-7ea4738b2ead
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169940 ms
Total Talk Time (AGENT): 66708 ms
Total Talk Time (CUSTOMER): 84115 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/6db9924d-b581-4f1f-b362-7ea4738b2ead_20250528T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from a facility. I want to check one of the patient eligibility.
[AGENT][NEUTRAL] OK, I could check eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course, it is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Uh, actually, here I have uh two policy ID numbers. One is like hospital benefit set number, and the other one is outpatient benefit er number. Which one I
[AGENT][POSITIVE] Oh, I can pull it up with either one. Either one is perfectly fine.
[CUSTOMER][POSITIVE] OK, thank you so much. Yeah, it is 1356026 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, patient first name is [PII], the last name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy terminated [PII]. If you'll give me one moment though, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Give me
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] OK, so they do not have a policy that is currently active with us at this time. Uh, the last policy they had with us terminated [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, gotcha. Thank you for that. And
[CUSTOMER][NEUTRAL] You couldn't be able to check whether there is any other policy for the patient with the different insurance, right?
[AGENT][NEUTRAL] Not with a different insurance, no, I'm only able to see what they have with us.
[CUSTOMER][NEUTRAL] OK, I got you. But in your insurance, there is no active policy, right?
[AGENT][NEUTRAL] Correct, the last policy they had with us terminated [PII].
[CUSTOMER][POSITIVE] Gotcha. Thank you so much for that. And can I have your name again? I missed out. I'm sorry.
[AGENT][NEUTRAL] That's OK. Uh, it's spelled [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, yeah, I need your last name initial and the reference number for this call.
[AGENT][NEUTRAL] So reference number would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] OK, thank you so much for your wonderful assistance, [PII]. You have a great day. Take care.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Mhm thank you bye bye.