AccountId: 011433970860
ContactId: 70ea7e9d-c01f-420c-8350-b5450504ee7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297209 ms
Total Talk Time (AGENT): 110721 ms
Total Talk Time (CUSTOMER): 122795 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/70ea7e9d-c01f-420c-8350-b5450504ee7c_20250522T17:53_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, my name is [PII]. I'm calling from the provider's office to check the patient's medical eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Mhm. Sure, I can assist you with eligibility and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and it is a direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Jefferson Davis Emergency Group. Could you please spell your name?
[AGENT][NEUTRAL] Sure, you said Jefferson Group?
[CUSTOMER][NEUTRAL] Jefferson Davis Emergency Group.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. My name, yes, my name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Could you please spell your name?
[CUSTOMER][NEUTRAL] Could you please confirm it is [PII].
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] And may I have the patient's policy number? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, the policy number it is 024.
[CUSTOMER][NEUTRAL] 734.
[CUSTOMER][NEUTRAL] 28 M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, the member's first name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And thank you. OK, and you say you need eligibility today, correct?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. 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][NEUTRAL] And as a plan type.
[AGENT][NEUTRAL] Secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Did you see the plan type like HMO, PPO, Medicare or Medicaid?
[AGENT][NEUTRAL] It's a secondary. It's not a PPOHM or Medicare or Medicaid. It's a, it's a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] May I know the group number?
[AGENT][NEUTRAL] OK, and the group number is, let's see.
[AGENT][NEUTRAL] 231 43.
[CUSTOMER][NEUTRAL] 231 43.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] But as the payer ID.
[AGENT][NEUTRAL] Oh yes, the payer ID is 60801.
[CUSTOMER][NEUTRAL] May I know the claim's mailing address?
[AGENT][NEUTRAL] Yeah, just to submit claims is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Could you please repeat the zip code?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Could you please confirm as of today, this member is active and the effective date is [PII] and the plan type is a secondary supplemental plan and the group number it is 23143 and the payer ID is 60801 and the mailing address is [PII], and the zip code it is [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Could you please provide me the valid member ID?
[AGENT][NEUTRAL] The number you provided to me is the valid member ID.
[CUSTOMER][NEUTRAL] 710
[CUSTOMER][NEUTRAL] May I have the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] It is uh [PII] last name first initial [PII] and today's date. Thank you. Thanks for your help. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Correct, yes.
[AGENT][POSITIVE] You soon and thank you for calling APL. Goodbye.
[CUSTOMER][NEUTRAL] Where