AccountId: 011433970860
ContactId: 8df40493-0cdd-4ab1-adf8-12852b107ae7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152679 ms
Total Talk Time (AGENT): 66539 ms
Total Talk Time (CUSTOMER): 49471 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/8df40493-0cdd-4ab1-adf8-12852b107ae7_20250226T16:54_UTC.wav
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[AGENT][POSITIVE] Good morning and thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my first name is [PII] and my last name is [PII] calling from provider office to checking for patient eligibility and benefits.
[AGENT][NEUTRAL] OK, I can verify eligibility and benefits for you and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 982121
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah, first name is [PII] and the last name is [PII] and the patient is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling for eligibility and benefits, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] OK. Give me one moment. Um, showing their effective date was [PII], and I do not show them being active on the policy as of. Give me one moment.
[AGENT][NEUTRAL] Uh, it looks like as of [PII], the patient was no longer active on the plan.
[CUSTOMER][NEUTRAL] Yeah, the, the patient is currently term, right?
[AGENT][NEUTRAL] Correct, as of [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK. And can you spell your first name and last initial just for my reference.
[AGENT][NEUTRAL] Sure, it's, yes, sir, it's [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] It's nothing else. And the first name is [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and may I know the call reference number today?
[AGENT][NEUTRAL] Oh, we don't give reference numbers, but you may use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you, OK. Thank you for all the information. Have a great day.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Yeah.