AccountId: 011433970860
ContactId: 71009076-8958-4ec2-a297-faec9741ac07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362200 ms
Total Talk Time (AGENT): 76476 ms
Total Talk Time (CUSTOMER): 162316 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/71009076-8958-4ec2-a297-faec9741ac07_20250404T14:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected?
[AGENT][NEUTRAL] I can call you back.
[CUSTOMER][NEUTRAL] Sure. Callback number will be, mhm, sure. Uh callback number will be [PII] with an extension [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number will be 022-03928 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] And my first name is [PII] And the last name is [PII] with the date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yeah, just the eligibility for the member and the group ID number.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[AGENT][NEUTRAL] And did you say you needed the group number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] 15297.
[CUSTOMER][NEUTRAL] And it's a gap policy, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And one last question. Uh, may I know whether the member [PII] is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] Dependent
[CUSTOMER][NEUTRAL] And subscriber's name will be [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much for that confirmation, [PII]. And the thing is I do have one more member to check for eligibility. Could you please also help me with that number?
[AGENT][NEUTRAL] Yes, hold on one moment.
[CUSTOMER][POSITIVE] You should take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and what's the next policy number?
[CUSTOMER][NEUTRAL] It's 002513256.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And the first name it's [PII] and the last name it's [PII] With date of birth [PII].
[AGENT][NEUTRAL] OK, hold on one moment. Now, what's the policy number again? I didn't pull that name up by this policy number.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] It's 002-513256.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, I'm not pulling that policy number up. Do you have their social?
[CUSTOMER][NEUTRAL] Uh, unfortunately, I don't have the social, uh, but I do have their, uh, first name, last name, date of birth, contact number, and the address.
[AGENT][NEUTRAL] What is the first name?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And the last name, it's spells [PII],
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment please.
[CUSTOMER][POSITIVE] Mhm, sure, take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Date of birth for the member, it's [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits on this one?
[CUSTOMER][NEUTRAL] Yeah, same information like the previous member.
[AGENT][NEUTRAL] OK, I can help you with that. The, this policy canceled [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy number is 01.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 196778.
[CUSTOMER][POSITIVE] Thank you so much. And uh you mentioned that the policy was canceled on [PII], right? May I know the effective date when the plan actually begin?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII] or [PII].
[CUSTOMER][POSITIVE] Thank you so much for that. And uh since the member plan is no longer active, I don't need the group number, but thank you so much for your assistance, [PII]. Have a great day and stay safe.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.