AccountId: 011433970860
ContactId: 7cc32035-c3f0-4d61-b708-62cda23354bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204729 ms
Total Talk Time (AGENT): 73324 ms
Total Talk Time (CUSTOMER): 129260 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/7cc32035-c3f0-4d61-b708-62cda23354bf_20250127T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on patient's medical eligibility. Could you please help for that?
[AGENT][POSITIVE] I'm happy to check on eligibility for you today, [PII]. What's the patient's policy number?
[CUSTOMER][POSITIVE] Thank you so much. Yes, I do have the patient's member ID starts with.
[CUSTOMER][NEUTRAL] 02585493 M as in Mike L as in Lima, 8.
[AGENT][POSITIVE] Thank you for that. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, sure. My good callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII]. Middle initial is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So the patient plan is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] We're the secondary insurance, so this is going to cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] So the policy is still active level [PII]. And could you please provide me the, who is the subscriber of this policy?
[AGENT][NEUTRAL] Um, [PII] is a subscriber.
[CUSTOMER][NEUTRAL] Oh, Tiber [PII] is the subscriber.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And he is the spouse, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I do, I do have the date of birth. It is [PII]. Am I right? Thank you. Thank you so much. And she is a spouse of this policy and patient is a dependent. Thank you so much. Could you please spell out your name for documentation purpose?
[AGENT][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much. Policy selected secondary secondary policy and the effective date is [PII]. Your name is [PII] and the call reference number for this call?
[AGENT][NEUTRAL] Call references my name with my last initial in today's date. The last initial to my name is [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you so much. Is there any group name or group number?
[AGENT][NEUTRAL] Uh, one moment, let me check on that.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Group name is ECU.
[AGENT][NEUTRAL] Worldwide.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the group number is 17,750.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The group name is ECU.
[CUSTOMER][NEUTRAL] And worldwide.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you. Thank you so much. And the group number is 17,750.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. Could you please provide me the call, the caller and number your name and today's date, right? Thank you so much for your patience and assistance. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[AGENT][NEUTRAL] You too bye bye.