AccountId: 011433970860
ContactId: 7fa0ae0c-54af-47a5-8bad-6325150f11e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309640 ms
Total Talk Time (AGENT): 100422 ms
Total Talk Time (CUSTOMER): 130182 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/7fa0ae0c-54af-47a5-8bad-6325150f11e4_20250508T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from provider's office to check patient's medical eligibility. Is this possible to help?
[AGENT][NEUTRAL] Yes, I can help you with the eligibility of a patient and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes. My name is [PII].
[AGENT][NEUTRAL] OK, miss
[AGENT][NEUTRAL] Miss [PII], what is your callback number just in case the call is dropped?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] And what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] What facility's name is Cleveland Training Foundation.
[AGENT][NEUTRAL] OK, and may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Of course, the member's name is [PII], which is spell out like [PII] Last name is [PII] Date of birth, [PII].
[AGENT][NEUTRAL] And the patient's policy number?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Member's policy number is.
[CUSTOMER][NEUTRAL] 01902063 M as in Mike, P as in Papa, 8.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said that was the policy number 0190203.
[CUSTOMER][NEUTRAL] No, 2303.
[AGENT][NEUTRAL] MPA.
[AGENT][NEUTRAL] 2303. OK, thank you.
[CUSTOMER][NEUTRAL] No, it's my collection in there.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date of the policy is [PII] and everything is current.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so this member's policy is effective from [PII] and now the member's policy is active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Is the member ID is right that which I gave to you, which is 01902303 M as in Mike, P as in Papa, 8, is that member ID is right?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] No, the, um, P is actually an L as in Lima.
[CUSTOMER][NEUTRAL] OK. Got it. Thank you for that. And is the member and the subscriber are the same in this plan?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, great. Thank you for that. And could you please provide me the group name and group number for this policy?
[AGENT][NEUTRAL] The group name is Global Excel Management USA.
[AGENT][NEUTRAL] The group number?
[AGENT][NEUTRAL] Is 14793.
[CUSTOMER][NEUTRAL] So the group name is Global, which is G L O B A L, Exchange Management, USA.
[AGENT][NEGATIVE] Not exchange Excel.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Sorry, could you please repeat that again?
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] If you don't mind, could you please repeat that again?
[AGENT][NEUTRAL] Global
[CUSTOMER][NEUTRAL] After global.
[AGENT][NEUTRAL] Excel, E X C E L.
[CUSTOMER][POSITIVE] Oh, thank you for that. Global Excel Management, USA.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, thank you. And the group number is 14793.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for that. And if you don't mind, could you please spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. To the details, right? [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you, [PII]. May I get the color change for this call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII].
[CUSTOMER][POSITIVE] Bye. Have a great day.
[AGENT][POSITIVE] Bye-bye. You have a wonderful day too, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.