AccountId: 011433970860
ContactId: 910e923f-d32d-45b3-a818-8b910356a7a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 45012 ms
Total Talk Time (CUSTOMER): 86499 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/910e923f-d32d-45b3-a818-8b910356a7a7_20250312T14:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure. Callback number will be [PII] with an [PII] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 1422277.
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Member name will be [PII]. The date of birth, [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][POSITIVE] Yeah, that's correct. Member's effective date and the group number.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] The group number is 17,750.
[CUSTOMER][NEUTRAL] 1775. It's 17,750, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And uh [PII], one more question, one,
[CUSTOMER][NEUTRAL] It's a gap policy, right?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Thank you. And one last question. May I know whether the member [PII] is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] Subscriber.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation. And uh your name on today's date will be the reference number for our call, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh the thing is I do have one more member to check for eligibility. Could you please also help me with that number?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's the next one?
[CUSTOMER][NEUTRAL] My member ID is 1130586.
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] My name will be [PII] with the date of [PII].
[AGENT][NEUTRAL] OK, the effective date is [PII].
[AGENT][NEUTRAL] It is active.
[AGENT][NEUTRAL] Group number 17205.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 17205. Thank you so much for that. And but it is also a gap policy, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the member will be the primary subscriber.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation, [PII], and that's all for today. Have a great day and stay safe.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Mm bye bye.