AccountId: 011433970860
ContactId: 78be779b-8b62-4fac-a297-db3e10017cb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283399 ms
Total Talk Time (AGENT): 128209 ms
Total Talk Time (CUSTOMER): 76070 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/78be779b-8b62-4fac-a297-db3e10017cb3_20250519T17:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] last initial [PII] I'm calling to verify a for two patients please.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] OK, verify eligibility. I can help you with that, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And I'm ready for that first policy number.
[CUSTOMER][NEUTRAL] OK, I have 02057127 ML 8.
[AGENT][POSITIVE] Thank you so much, [PII]. Let me just repeat that to you just to make sure I have that right. I have that as 025, excuse me, 02057127 ML8.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you very much. And for eligibility, um, this number shows termed as of [PII]. And if you would just please bear with me, please, [PII], let me just check to see if there is an active policy, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, the member does have an active policy. I can provide that to you along with eligibility.
[CUSTOMER][POSITIVE] Perfect. What's the new policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 02513215 ML 8.
[CUSTOMER][NEUTRAL] OK. Uh, group name, group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Group name is Global Excel Management USA INC.
[AGENT][NEUTRAL] And the group number is 14793.
[CUSTOMER][NEUTRAL] OK, um, you said Global Excel Management Incorporated?
[AGENT][NEUTRAL] OK, that is Global Excel Management USA.
[AGENT][NEUTRAL] Incorporated.
[CUSTOMER][NEUTRAL] USA
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, and 14793?
[AGENT][NEUTRAL] And the policy shows.
[AGENT][NEUTRAL] I'm sorry, the group number one moment.
[AGENT][NEUTRAL] Yes, 14793 is the group number.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And this policy shows effective as of [PII], and it shows that it's currently active for the member.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Is there any reference for this patient for for this call for the patient?
[AGENT][NEUTRAL] No, we do not use reference numbers. No, you can use my name in today's date. Name is [PII], last initial [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. Just have one more for you.
[AGENT][NEUTRAL] OK, you're welcome. One moment.
[AGENT][NEUTRAL] OK, what is that policy number?
[CUSTOMER][NEUTRAL] OK, 02267963 ML 8.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And to reverify, I have that as 02267963 ML 8.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And for eligibility, the member shows effective as of [PII] and this policy shows active.
[AGENT][NEUTRAL] Would you need the group name and number as well?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK group name is I like India, C like Charlie, G like Golf, ICG and the group number is 24153.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help, [PII]. Hope you have a great day.
[AGENT][POSITIVE] You as well, [PII], and thank you for calling IPL. Have a great week. Thank you.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.