AccountId: 011433970860
ContactId: 7295f22b-b199-4bd5-a77a-0045c45a31ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154259 ms
Total Talk Time (AGENT): 72420 ms
Total Talk Time (CUSTOMER): 42411 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/7295f22b-b199-4bd5-a77a-0045c45a31ba_20250121T18:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Quincy Medical Group. I'm trying to get eligibility on a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I see you're just needing eligibility and not any benefit information, is that correct?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Uh-huh. [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], what is the member's policy number?
[CUSTOMER][NEUTRAL] It's 021-38628.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, it's [PII]. I think that's pronounced [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show that he is a subscriber on this plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And on this policy, [PII], um, if you all do file a claim with us once it's been processed, you should be able to have access to our explanation of benefits by going to our portal website and that web address is secured.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, well, thank you so much for.
[AGENT][NEUTRAL] And is there
[AGENT][POSITIVE] Oh, yes, ma'am. You're welcome. So, can I help you with anything else?
[CUSTOMER][NEUTRAL] For your time.
[CUSTOMER][NEUTRAL] Nope, that's it. That's all I needed today.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.