AccountId: 011433970860
ContactId: 876066d5-64ab-4e71-94cd-4ebbf99ceb81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269359 ms
Total Talk Time (AGENT): 76551 ms
Total Talk Time (CUSTOMER): 101969 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/876066d5-64ab-4e71-94cd-4ebbf99ceb81_20250325T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] thank you.
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from provider's office to check patient's medical eligibility. Could you please have?
[AGENT][POSITIVE] I'm happy to check on eligibility for you. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, of course, the member's policy number I had. Here it is.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] Sorry, it is
[CUSTOMER][NEUTRAL] 01816843 ML 8.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, of course. The number's name is [PII]. It is [PII] Last name is [PII] Date of birth, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right, so it looks like
[AGENT][NEUTRAL] The member plan effective date was [PII]. The member's plan has terminated as of [PII]. We do not show any other active coverage for the member at this time.
[CUSTOMER][NEUTRAL] OK, so the member's policy is affected from, uh, could you please repeat the affected rate?
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And on [PII].
[AGENT][NEUTRAL] Uh, [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the member's policy is effective from [PII], I mean [PII] and it got down on [PII] and it is not active now, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you. If you don't mind, could you please provide me?
[CUSTOMER][NEUTRAL] Uh, your name for my documentation purpose.
[AGENT][NEUTRAL] My name is [PII], that is spelled [PII].
[CUSTOMER][NEUTRAL] So, I do have another member ID for the same patient. If you don't mind, could you please verify for that member ID also?
[AGENT][NEUTRAL] Mhm it's a different member ID?
[CUSTOMER][NEUTRAL] Yes, different member ID for the same patient.
[AGENT][NEUTRAL] What's the member ID?
[CUSTOMER][NEUTRAL] Um, just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The member ID I have here, it is 02585493 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Patient plan is active under this number. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK. With this ID, the member's policy is effective from [PII]. Now the policy is active.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Could you please provide me the caller reference?
[AGENT][NEUTRAL] Call reference is my name with my last initial than today's date. My name again is [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] So the call references you are today, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] Thank you very much, [PII], for the help.
[AGENT][POSITIVE] You're welcome. Anything else I can help with?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, it is enough for me. Thank you so much for your help.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] You too. Have a great day.