AccountId: 011433970860
ContactId: 924138b6-38b2-4ebb-bbfd-9e23bbc406d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273660 ms
Total Talk Time (AGENT): 83319 ms
Total Talk Time (CUSTOMER): 98934 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/924138b6-38b2-4ebb-bbfd-9e23bbc406d3_20250327T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Pros office to check eligibility of a patient.
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility of a patient. Can you please give me your callback number and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Sure, a callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] is the direct line.
[AGENT][NEUTRAL] Thank you. And then what is the provider's name?
[CUSTOMER][NEUTRAL] Yeah, the facility name was Kendall Anastasia Associates.
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, the patient's name is [PII], and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the member's ID number is 3 consecutive 0658638.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] OK, so looking um at 000658638, I do not have a Carla.
[AGENT][NEUTRAL] Under that policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, 3 consecutive 0658638, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] There's no Carla under that policy number.
[CUSTOMER][NEUTRAL] OK. The
[CUSTOMER][NEUTRAL] Oh, OK. The patient is, uh, well, I mean, the number it is valid, but the patient is different, got it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, by the way, is it possible to check the patient's eligibility by the patient's name and date of birth? Is it possible?
[AGENT][NEUTRAL] Yes, can you spell the last name? It's, I know the first name is [PII], but what is the last name spelling?
[CUSTOMER][NEUTRAL] Uh, uh, you know, the first name spelled as [PII], starts with [PII].
[AGENT][NEUTRAL] OK. OK. And then the last name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And yeah, it is uh [PII].
[CUSTOMER][NEUTRAL] Excuse me. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], spelled as [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] And the date of birth is?
[AGENT][NEUTRAL] You gave me the date of birth is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK, let me look up and see if I can find my name.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have found the insured, but there are no active policies on file with us at this time.
[AGENT][NEUTRAL] The last policy of uh terminated on [PII].
[CUSTOMER][NEUTRAL] [PII], right? [PII], OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] All right, thank you so much for the information. By the way, I missed your name. Can I have your name one more time?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] Thank you so much [PII]. Can I have the quote reference number for this call?
[AGENT][NEUTRAL] Yes, sir. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much for the information today. Have a wonderful rest of the day and bye bye stay safe.
[AGENT][POSITIVE] You too, [PII]. Thank you. You have a great day also and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.