AccountId: 011433970860
ContactId: 79880973-24be-4588-b713-5e25ae866d42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218110 ms
Total Talk Time (AGENT): 84009 ms
Total Talk Time (CUSTOMER): 94342 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/79880973-24be-4588-b713-5e25ae866d42_20250512T16:02_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from the provider's office to check on eligibility.
[AGENT][NEUTRAL] OK, well, I can verify eligibility for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] It's A, [PII]. The last name to the insurance is [PII].
[AGENT][NEUTRAL] Thank you. And uh what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 01618630 letter M as in Mike, L as in Lia number 7.
[AGENT][POSITIVE] OK, thank you so much. Give me one quick moment, please.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] I do not show that patient under this policy. Um,
[AGENT][NEUTRAL] I'm assuming it's a newborn, then the father will have to get with his group or the insurer will have to get with their group to have the child added, but I don't show them on this policy. It's an individual policy only.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mm, uh, could you please verify the, uh, subscribers, uh, eligibility?
[AGENT][NEUTRAL] Uh, give me their name, date of birth.
[CUSTOMER][NEUTRAL] Uh, the subscriber's name is [PII] The date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing his effective date is [PII] and the policy is active.
[CUSTOMER][POSITIVE] Perfect. Thank you. Uh, thank you. And which kind of plan is this?
[AGENT][NEUTRAL] Uh, this is a secondary supplemental policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you. And could you please provide me the pay ID and the claiming address?
[AGENT][NEUTRAL] Payer ID is 60801, mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you. Thank you for this information. Yeah. So for the verification, could you please spell out your name for me?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] OK. Also the call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for the service. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Yeah.