AccountId: 011433970860
ContactId: 77205084-28d6-4512-a729-58ce070d8032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215169 ms
Total Talk Time (AGENT): 54937 ms
Total Talk Time (CUSTOMER): 85729 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/77205084-28d6-4512-a729-58ce070d8032_20250130T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good good afternoon. My name is [PII]. I'm calling from Nicholas Chorge's Miami Lakes Outpatient Center. I had a couple of patients come in for our urgent care, and I wanted to verify their eligibility.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] For the first one it is gonna be 0218496208.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII], and date of birth is [PII].
[AGENT][NEUTRAL] You're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is showing that the policy is currently active. The effective date is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you, and then I have two other patients I wanted to verify as well.
[AGENT][NEUTRAL] Is it the same policy number or different policy?
[CUSTOMER][NEUTRAL] Different
[AGENT][NEUTRAL] May I have that policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, just to confirm, I wanted to make sure if eligible for the date of um [PII].
[CUSTOMER][NEUTRAL] Um, the policy ID number is 02372885.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] So for this member it is showing that the policy effective date is [PII] and currently active.
[CUSTOMER][POSITIVE] Perfect and then I just have one last one.
[AGENT][NEUTRAL] OK. May I have that, please?
[CUSTOMER][NEUTRAL] Yeah, the date of service for this one was [PII]. The policy ID number is 02458482.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And for this member it is showing that it is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Perfect. All good if I can just get your name and a reference number?
[AGENT][NEUTRAL] The call reference will be my first name [PII], which is spelled [PII] last initial [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for all of your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you you as well bye.
[AGENT][POSITIVE] Thank you bye.