AccountId: 011433970860
ContactId: 74a7ed62-19a3-444f-b9a2-69ad9cb0bf27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154070 ms
Total Talk Time (AGENT): 51121 ms
Total Talk Time (CUSTOMER): 53362 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/74a7ed62-19a3-444f-b9a2-69ad9cb0bf27_20250523T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][POSITIVE] I can help you with eligibility. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII] with extension [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is um
[CUSTOMER][NEUTRAL] 1070842
[AGENT][NEUTRAL] OK, one moment while I look that up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] No my name is [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I'm showing this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the plan is still active, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And may I know the member's group number or group ID?
[AGENT][NEUTRAL] Group number is 17243.
[CUSTOMER][NEUTRAL] Thank you. And it's a secondary plan, right? Secondary gap policy, right?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][POSITIVE] Thank you so much for that, [PII]. And one last question. May I know whether the member is a subscriber or a dependent in the plan?
[CUSTOMER][NEUTRAL] Is the policyholder?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yes, they are the policy holder.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation. And is there a reference number for our call?
[AGENT][NEUTRAL] We don't have reference numbers, but you can use my name in today's date, so [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much for that and have a great day and stay safe.
[AGENT][POSITIVE] Great, thank you for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Bye.