AccountId: 011433970860
ContactId: 83ef0e62-1a24-4f7d-ac6d-ad24275e9ff5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478760 ms
Total Talk Time (AGENT): 142301 ms
Total Talk Time (CUSTOMER): 208143 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/83ef0e62-1a24-4f7d-ac6d-ad24275e9ff5_20250409T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hello, this is [PII] here, and I'm calling from provider office to check.
[AGENT][POSITIVE] OK, I'm happy to help. I can barely hear you. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, sorry, miss, uh, for that. Uh, yeah, uh, hello, this is [PII] here, and I'm calling from provider office to check patient eligibility. How are you today?
[AGENT][POSITIVE] I'm good, [PII]. Thank you for asking. I'm happy to check the eligibility. What is uh the patient's policy number?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, the policy number just one moment. I'm giving you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's uh 248-637-9.
[AGENT][NEUTRAL] OK, let me pull that up here one moment. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, um, my call back number is uh [PII].
[AGENT][NEUTRAL] All right, thank you for that. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the patient, the name is, uh, uh, [PII], and the first name is uh [PII] A last initial.
[AGENT][NEUTRAL] Thank you. And then date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] So the patient is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry, uh, what is the effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, yeah, it's [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, yeah, and, uh, would you tell me the, the plan is, uh, active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, yeah, and, uh, just one moment please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, and, uh, what is the plan type?
[AGENT][NEUTRAL] Are you looking for medical or are you looking for dental insurance?
[CUSTOMER][NEUTRAL] Is it with you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I'm calling from medical office, so I need to know dental, uh, medical plan.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So the policy number for the medical is different. Do you wanna write that down? The one you gave me is their dental.
[CUSTOMER][NEUTRAL] OK, just one moment. Can you, can you wait a moment?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mhm. I'm here.
[CUSTOMER][NEUTRAL] Yeah, miss, uh, uh, would you, uh, I have this I member ID, so would you provide me this ID. The patient has this ID so the patient has a covered medical for this ID.
[AGENT][NEUTRAL] Correct, yes, and the member ID for that is 0248.
[CUSTOMER][NEUTRAL] OK, just one moment please, uh, yeah, it's uh 001.
[AGENT][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 448.
[CUSTOMER][NEUTRAL] 2 x 4 or 1 x 4?
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] 14
[CUSTOMER][NEUTRAL] Yeah, food then.
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Hm?
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 6
[CUSTOMER][NEUTRAL] OK, yeah, it's uh 024.
[CUSTOMER][NEUTRAL] 863-76 right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, miss, thank you, and yeah.
[CUSTOMER][NEUTRAL] Yeah, so would you, uh, please provide me the patient, uh, yeah, you told, tell me the [PII] the patient has effectively, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and yeah, uh, would you tell me the, uh, patient has uh uh active in medical.
[AGENT][POSITIVE] Correct. This is an active medical plan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and effective it would be, uh, which I which you told me, right? It is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, yeah, thank you so much, Miss. And yeah, would you tell me, uh, would you spell your name, please?
[AGENT][NEUTRAL] My name is spelled [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm, [PII], OK, and, uh, yeah, please, uh, uh, sorry, but that there's one question remaining, uh, yeah, but would you tell me the question which type of plan?
[AGENT][NEUTRAL] Patient has a limited benefit hospital indemnity plan.
[CUSTOMER][NEUTRAL] Just a moment please, and, uh, sorry, but, uh, which type of car?
[AGENT][NEUTRAL] Limited.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Benefit
[CUSTOMER][POSITIVE] Yeah benefit.
[AGENT][NEUTRAL] Hospital.
[CUSTOMER][NEUTRAL] hospital.
[AGENT][NEUTRAL] Indemnity.
[CUSTOMER][NEUTRAL] Yeah, and the hospital and, uh, would you spell for last word.
[AGENT][NEUTRAL] I as in India.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] N as in November.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] D as in Delta.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] E as in echo,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] M as in Mary,
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] N as in Nancy.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] I as in India.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] T as in Tango.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Y as in Yankee.
[CUSTOMER][NEUTRAL] OK, yeah, it's I M I N D E M N I T Y, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Limited benefits in hospital and then.
[AGENT][NEUTRAL] Plan.
[CUSTOMER][POSITIVE] Great, OK, thank you so much, miss.
[CUSTOMER][POSITIVE] OK, thank you so much, miss, and uh yeah, have a nice day bye bye take care. Sorry, but, uh, uh, yeah, would you tell me the reference number please?
[AGENT][NEUTRAL] Call reference is going to be my name with my last initial than today's date. My name again is [PII]. The last initial to my name is going to be [PII], and today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you so much, Miss. Have a nice day bye bye take care.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.