AccountId: 011433970860
ContactId: 8770aff1-061f-4ccb-ac0d-907063c7031f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156300 ms
Total Talk Time (AGENT): 63335 ms
Total Talk Time (CUSTOMER): 77603 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/8770aff1-061f-4ccb-ac0d-907063c7031f_20250213T19:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How 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][POSITIVE] Yes, I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the callback number it is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number it is 01.
[CUSTOMER][NEUTRAL] 931051
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the member's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Oh, you said [PII] and still currently active, am I 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 243.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 51
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] The group name is Ventana, V E N T A N A, Sierra.
[AGENT][NEUTRAL] S I E R R A.
[AGENT][NEUTRAL] LLC.
[CUSTOMER][NEUTRAL] Oh Viana Sierra OC right?
[AGENT][POSITIVE] Oh, yes, that's correct.
[CUSTOMER][NEUTRAL] Oh, it's LLC R 00 C Oscar Oscar Sierra Charlie, right? Or Lima Lima Charlie?
[AGENT][NEUTRAL] Lima Lima Charlie. Mhm.
[CUSTOMER][POSITIVE] Oh thank you very much for that. And could you please spell out your name for the documentation purpose for me?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Thank you very much, [PII], and may I know the call reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Oh, your name and the last name first initial on today's date, is this right, [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. Thank you for your help. Have a great day. Bye bye.
[AGENT][POSITIVE] You also and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.