AccountId: 011433970860
ContactId: 6fa8b59b-e657-4b3c-a8c2-b12cb1f728b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196380 ms
Total Talk Time (AGENT): 76928 ms
Total Talk Time (CUSTOMER): 89827 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/6fa8b59b-e657-4b3c-a8c2-b12cb1f728b2_20250606T19:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office for checking on an eligibility status for the patient.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], it's a direct line?
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. The member ID is 02473.
[CUSTOMER][NEUTRAL] 428 M as in Mike, L as in Lima, number 8.
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] Sheridan, Sheridan Health Corp Incorporation.
[AGENT][NEUTRAL] OK. Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, ma'am. The patient's full name is uh uh [PII], [PII] is the date of birth.
[AGENT][NEUTRAL] OK, thank you. And you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][POSITIVE] Uh, thank you so much for this information, ma'am. Uh, and, uh,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else in the?
[CUSTOMER][NEUTRAL] Is there any group number? Yeah, 11 2nd.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes. OK, let me get that for you.
[AGENT][NEUTRAL] The group number, you're welcome. The group number is 23143.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 143. OK, thank you so much for this information as well, ma'am. Uh, and uh is there any, uh, sorry, can you please help me with the uh claims mailing address? Will that be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Uh, thank you again and uh one last time, ma'am. So, the effective date is [PII].
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And it is active at the moment.
[CUSTOMER][POSITIVE] No, thank you so much for all this information, ma'am. And is there any call reference number for our call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. Uh, uh, yeah, can you please help me with your name, spell that for me, please.
[AGENT][NEUTRAL] With what I'm sorry?
[CUSTOMER][NEUTRAL] Uh, your name, ma'am. Can you please spell your name?
[AGENT][NEUTRAL] Oh, sure. My name is [PII].
[CUSTOMER][POSITIVE] Oh, thank you so much, ma'am. Thank you again for assisting me today. Have a great day and happy weekend. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You as well. Thank you for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] OK.