AccountId: 011433970860
ContactId: 91044cc6-a599-4381-baff-7dcd1f8e46ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184259 ms
Total Talk Time (AGENT): 75339 ms
Total Talk Time (CUSTOMER): 103282 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/91044cc6-a599-4381-baff-7dcd1f8e46ce_20250218T16:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. This is Ki[PII]May I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, my name is Ma[PII]I'm calling from provider's office to check on patient medical eligibility. Could you please help on that?
[AGENT][NEUTRAL] Yes, I can verify eligibility for you. And you say your name is Ma[PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, Ma[PII].
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah. 01930681 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah. The patient name is Ch[PII]nd date of birth is 11[PII].
[AGENT][NEUTRAL] OK, thank you. And Ma[PII]do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 87[PII]ith an[PII]3[PII].
[AGENT][NEUTRAL] OK, and verify, uh, you already did that you were calling for eligibility, correct?
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm showing her effective date is Se[PII]nd she is active on the policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. 91[PII]s the effective date and currently active, right? OK, thank you. Uh, is this a supplement plan?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, it's a secondary supplemental policy.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, is there any group name?
[AGENT][NEUTRAL] Uh, sure. Group name is H Gr[PII]ne Incorporated.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Could you please repeat it again?
[AGENT][NEUTRAL] H [PII]hen Gr[PII].
[AGENT][NEUTRAL] The number one incorporated.
[CUSTOMER][NEUTRAL] Sorry, H [PII]right?
[AGENT][NEUTRAL] Yes, one incorporated.
[CUSTOMER][NEUTRAL] Uh, could you spell it?
[AGENT][NEUTRAL] Spell what?
[CUSTOMER][NEUTRAL] Gr[PII].
[AGENT][POSITIVE] G [PII].
[CUSTOMER][NEUTRAL] [PII]ello
[CUSTOMER][NEUTRAL] OK. H [PII]h one right? Unincorporated.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Correct. H [PII]ne Incorporated.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, thank you. Is there any group number?
[AGENT][NEUTRAL] Sure, 20563.
[CUSTOMER][NEUTRAL] OK, thank you. Just give me a moment. May I know your name, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, it's Ki[PII]last initial Q [PII].
[CUSTOMER][NEUTRAL] OK, thank you. May I know call reference number, please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but you may use my name at today's date if you like.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for the information. Have a wonderful day.
[AGENT][POSITIVE] Oh, you're welcome, Ma[PII]and thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Bye-bye.