AccountId: 011433970860
ContactId: 7940a266-1a5c-4c25-913e-c7b813553a64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366179 ms
Total Talk Time (AGENT): 121813 ms
Total Talk Time (CUSTOMER): 172367 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/7940a266-1a5c-4c25-913e-c7b813553a64_20250401T17:13_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to your patients Medicare eligibility. So please have
[AGENT][NEUTRAL] OK, yeah, I'd love to help you with the eligibility today and I'm so sorry, but would you restate your name for me?
[CUSTOMER][NEUTRAL] Um my name is [PII], which is spell out like [PII]
[AGENT][POSITIVE] Thank you. And do you mind if I also snag a good callback number just in case the call drops?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The callback number [PII].
[AGENT][POSITIVE] Thank you, and I really appreciate that. What's the policy number we're looking at today for eligibility, ma'am?
[CUSTOMER][NEUTRAL] Um, I do have the policy number here. It is 01816843 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Perfect, Ms. [PII]. Let me pull that up for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] All righty. And would you be able to verify for me, pretty please, your your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, my patient's first name is [PII]. Last name is [PII]. Date of birth. [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you, thank you. So I am seeing that policy here. It does look like that this policy is no longer active. It looks like it was effective from [PII] and the coverage ended [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I do have another member ID for the same patient. If you don't mind, could you please verify with the
[CUSTOMER][NEUTRAL] Member ID?
[AGENT][NEUTRAL] You said for the same patient?
[CUSTOMER][NEUTRAL] Yes, for the same patient, I do have another number, ID number.
[AGENT][NEUTRAL] OK, yeah, what was that other member ID number you want to look at?
[CUSTOMER][NEUTRAL] Yes, the member's ID I have another one year.
[CUSTOMER][NEUTRAL] 0258
[CUSTOMER][NEUTRAL] 5493 ML 8.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. So,
[AGENT][NEUTRAL] Sorry, give me 1 2nd.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 025854993. Thank you. I'm sorry, I just took my.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Self a second to
[CUSTOMER][NEUTRAL] This is.
[AGENT][NEUTRAL] Get there. I do see her as active on this policy, so it looks like this policy became effective [PII] and she is current and active on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, sorry. So the member's policy is effective from [PII] or [PII].
[AGENT][NEUTRAL] [PII]. I'm sorry, we're not even close to [PII] yet.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yes. Um, thank you very much. So the member ID number is 025854 93 M as in Mike. L as in Lima 8 is that number is right.
[AGENT][NEUTRAL] Yes, and that is gonna be the one you'll wanna put on anything as far as sending claims in.
[CUSTOMER][NEUTRAL] OK, so this member's policy is effective from [PII]. Then the previous is term on [PII]. Am I right?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] Got it. Thank you. Thank you so much for that. And is there any group name and the group number for this policy?
[AGENT][NEUTRAL] Yeah, let me pull those up for you. There's gonna be both. I have the group number is 17,750.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the group name is ECU like elephant, Charlie Umbrella, worldwide.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] ECU worldwide.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Could you please spell your name?
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the previous policy is effective from [PII] and it got down on level [PII]. And again with the new member ID, the policy is effective from [PII] and now the policy is active, right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] Thank you for that. And
[CUSTOMER][NEUTRAL] If you don't mind, could you please provide me the call reference?
[AGENT][NEUTRAL] Yeah, it's just gonna be my name [PII], my last initial [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII], which is [PII] and the last name is [PII] and today's date is the caller, right, [PII]?
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Is there anything else I can do to take care of you today, ma'am?
[CUSTOMER][POSITIVE] No, it is enough for me. Thank you very much for the help.
[AGENT][POSITIVE] Oh, my pleasure. Thanks for calling APL you have a great week.
[CUSTOMER][POSITIVE] You too have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks. Bye bye.