AccountId: 011433970860
ContactId: 80dfc3ea-2b6e-42e6-a349-42fbcbc82518
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117870 ms
Total Talk Time (AGENT): 52182 ms
Total Talk Time (CUSTOMER): 53330 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/80dfc3ea-2b6e-42e6-a349-42fbcbc82518_20250505T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on patient medical eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Hi, [PII], I'm happy to check on eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The policy number, it is 01887320 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name, it is [PII]. Sorry, it is [PII]. The date of birth, it is [PII].
[AGENT][POSITIVE] All right, thank you so much. So the patient is active. Effective date is [PII]. We are the member's secondary insurance, so this will cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you very much for that and could you please provide me the group number and group name?
[AGENT][NEUTRAL] Uh yes, one moment, let's see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Group number is gonna be 19145.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Group name is Ferretti Group of America.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you very much and could you please spell out your name for the documentation purpose?
[AGENT][NEUTRAL] My name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you very much and may I know the call reference number for this call?
[AGENT][NEUTRAL] Call reference is going to be my name with my last initials in today's date. The initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you very much, sir. Thank you for the help. Have a great day bye bye.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.