AccountId: 011433970860
ContactId: 8777ac06-f2a5-47f2-9fa5-2b993a904754
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445679 ms
Total Talk Time (AGENT): 115615 ms
Total Talk Time (CUSTOMER): 126204 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8777ac06-f2a5-47f2-9fa5-2b993a904754_20250331T18:47_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] and my first initial is [PII].
[CUSTOMER][NEUTRAL] Hello, how are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] I'm good. What about you?
[AGENT][NEUTRAL] Do you have a good callback, [PII]? Callback number?
[CUSTOMER][NEUTRAL] Yeah, yeah, sure.
[CUSTOMER][NEUTRAL] Just wait a moment.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][POSITIVE] OK, and how can I help you today?
[CUSTOMER][NEUTRAL] Uh, I just want to know about the eligibility of this, uh, patient.
[CUSTOMER][NEUTRAL] Is this eligible or not? Can you please verify?
[AGENT][NEUTRAL] Yes, I can check your eligibility. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, the policy number of the patient is 23143.
[AGENT][NEUTRAL] And do you have a patient name? I'm not pulling anything up under that number.
[CUSTOMER][NEUTRAL] OK. The patient name is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what's the first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][POSITIVE] Sure, sure. Take your time, please.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And do you have her date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, let me give you the right policy number. Are you ready for that number?
[CUSTOMER][NEUTRAL] Yes, I will provide you the correct ID number which I was mm see in my system.
[AGENT][NEUTRAL] Um, so her, her policy number is 2473058.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No, no, member ID number is 23143.
[AGENT][NEUTRAL] Right, I'm just giving you.
[CUSTOMER][NEUTRAL] You got that question?
[AGENT][NEUTRAL] In order to file the claim you'll need that number that I just gave you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's her group number that you gave me. It's the group number that you gave me. 23143?
[AGENT][NEUTRAL] But her policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which you'll need to file the claim.
[AGENT][NEUTRAL] It's 2473058.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] 3058. OK, this is the correct number of this patient.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, that's their policy number that you'll need to file the claim.
[CUSTOMER][NEUTRAL] OK. Can you please tell me about the eligibility?
[AGENT][NEUTRAL] And you needed
[AGENT][NEUTRAL] Yes, is this for outpatient services or?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is for outpatient?
[CUSTOMER][NEUTRAL] I just want to know about the status of the patient eligibility.
[AGENT][NEUTRAL] OK, effective date, this is not a guarantee of payment. It's a basic outline of the policy. Effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh, can you please tell me the termination date?
[AGENT][NEUTRAL] I, I don't have a termination date.
[CUSTOMER][NEUTRAL] OK, you don't have, OK.
[CUSTOMER][NEUTRAL] OK. You mean to say the patient is eligible with the uh this uh insurance.
[CUSTOMER][NEUTRAL] Is it correct?
[AGENT][NEUTRAL] Yes, the policy is active.
[CUSTOMER][NEUTRAL] OK, well this is active.
[CUSTOMER][NEUTRAL] OK. Just wait a moment, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mm, thank you, thank you so much for the information. Uh, can you please tell me the uh reference number?
[AGENT][NEUTRAL] Yes, the reference number will be my name. It's [PII], last initial [PII], and today's date. Can I help with anything else today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, can you please, uh, sorry for that, uh, can you please repeat your last name?
[AGENT][NEUTRAL] Last, my last initial is [PII].
[CUSTOMER][NEUTRAL] [PII]. Can you please repeat the full name?
[CUSTOMER][NEUTRAL] After that,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK.
[CUSTOMER][NEUTRAL] And 2 days. This is the reference number?
[AGENT][NEUTRAL] Yes, the reference number is my name, last initial and then today's date, sorry.
[CUSTOMER][POSITIVE] OK. OK, [PII]. Thank you. Thank you so much for your help. Uh bye for now. Have a great day.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] Bye.