AccountId: 011433970860
ContactId: 9137fb1f-9fb0-4715-8652-7b69840e5c13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203729 ms
Total Talk Time (AGENT): 78231 ms
Total Talk Time (CUSTOMER): 97064 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/9137fb1f-9fb0-4715-8652-7b69840e5c13_20250613T17:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from provider's office regarding members eligibility inquiry.
[AGENT][POSITIVE] OK, sure, I can assist you with that really. Can you spell your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK. The thing is I have patients card with me. I can see patient's name, [PII] coverage family. I can see the group number, but I cannot see patient's number ID anywhere on the card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you see anything in the bottom of that card that says outpatient or inpatient cert?
[CUSTOMER][POSITIVE] Yeah, yeah, yeah. Um, plan, uh Mediin, oh, OK, got it, got it. Thank you so much. So the policy number is
[AGENT][NEUTRAL] OK, that's gonna be the policy number, just the outpatient. Mhm.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 01605816 M as in Monkey L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure. Patient's first name is [PII], last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] And thank you. Alright, and you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And this policy effective date was [PII] and it terminated [PII] and there's no other policies available for this member.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is fine, no problem. Can I get the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I would need the spelling of your name, but before that, can you just confirm with the
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, this one, yeah, that the APL is was secondary payer for this number or not.
[AGENT][NEUTRAL] That is correct. This was a secondary supplemental plan to the major medical, mhm.
[CUSTOMER][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah so um.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, now, please go ahead with the uh spelling of your name.
[AGENT][NEUTRAL] That's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your assistance today.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Yes, sir. Bye bye.
[AGENT][NEUTRAL] No.