AccountId: 011433970860
ContactId: 984a4572-7391-4aec-bf8e-fcaf30379281
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265950 ms
Total Talk Time (AGENT): 97737 ms
Total Talk Time (CUSTOMER): 72290 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/984a4572-7391-4aec-bf8e-fcaf30379281_20250416T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check the patient's medical eligibility status.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. May I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah. The callback number is [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, it's Jefferson Davis Emergency Group.
[AGENT][NEUTRAL] OK, and may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, patient's name.
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII]. And the member ID is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that the sale does have an active policy with us. The effective date is [PII] and the policy is current and active.
[CUSTOMER][NEUTRAL] Currently active?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And may I know the plan type?
[AGENT][NEUTRAL] Medlik
[CUSTOMER][NEUTRAL] Male.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And may I know the group number?
[AGENT][NEUTRAL] Group number is 16163.
[CUSTOMER][NEUTRAL] Pay ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. OK. And uh I had one more question to verify. Could you please help me with that?
[AGENT][NEUTRAL] Yes, let me put my notes in on this one and then we'll move on to the next one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] OK, and what is the next patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And what's the next
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 1873461 M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy terminated on [PII]. I'm checking, uh, we do not have any active policies at this time for [PII].
[CUSTOMER][NEUTRAL] OK. And may I know the effective date also?
[AGENT][NEUTRAL] Yes sir, let me look at that.
[AGENT][NEUTRAL] The effective date was [PII].
[AGENT][NEUTRAL] I'm sorry, [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And you said your name is [PII], right?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh right. OK, [PII]. Thank you. Thanks for the information. Have a nice day.
[AGENT][POSITIVE] You have a wonderful day too, [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][POSITIVE] No, nothing else. Thank you. Bye.