AccountId: 011433970860
ContactId: 8749df93-c26b-4d92-bd93-795578a3d44d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247460 ms
Total Talk Time (AGENT): 72134 ms
Total Talk Time (CUSTOMER): 110126 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/8749df93-c26b-4d92-bd93-795578a3d44d_20250303T19:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May 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] Oh
[AGENT][POSITIVE] I can help you with that. How do you spell your name?
[CUSTOMER][NEUTRAL] Yes, my name spells like [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, the callback number, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number, it is going to be 021.
[CUSTOMER][NEUTRAL] 496
[CUSTOMER][NEUTRAL] 87
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] People
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you're wanting benefits?
[CUSTOMER][NEUTRAL] I'm checking the eligibility for this patient for my service. The policies have to one that's it.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] May I know the effective date?
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the policy number that you gave me canceled 21, I'm sorry, [PII]. They do have another policy. That policy number is 02.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 464973
[AGENT][NEUTRAL] The effective date was [PII]. It is active.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Thank you very much. The policy is termed on [PII]. And the effective date for the term coverage is [PII]. Is this right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you very much. And the new policy number, it is going to be 02464973 and it is effective from [PII] and still currently active. Is this right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you very much. And could you please provide me the group number and group name for this policy?
[AGENT][NEUTRAL] The group number is 16143.
[AGENT][NEUTRAL] And the name is G E M R T.
[AGENT][NEUTRAL] LLC.
[CUSTOMER][POSITIVE] G M R T L NC. Thank you very much for that. And uh it is a spouse policy, is this right?
[AGENT][NEUTRAL] this is what now?
[CUSTOMER][NEUTRAL] Oh, it is a, uh, Avon Marose it's a dependent to this policy, am I right?
[AGENT][NEUTRAL] Right, she is a spouse.
[CUSTOMER][NEUTRAL] And the subscriber is spouse. Yes, thank you very much for that confirmation. And could you please spell out your name for the documentation purpose for me?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you very much, Ma. And may I know the call reference number for this call?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. Thank you for your help. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye bye.