AccountId: 011433970860
ContactId: 986ea54e-83a8-4d84-b700-217ede564466
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242809 ms
Total Talk Time (AGENT): 76886 ms
Total Talk Time (CUSTOMER): 96613 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/986ea54e-83a8-4d84-b700-217ede564466_20250509T14:30_UTC.wav
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[AGENT][NEUTRAL] For calling, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office. How are you today?
[AGENT][NEUTRAL] I'm fine. Can you spell your name for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] Like [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's pronounced [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK. And [PII], you said you're checking claim status?
[CUSTOMER][NEUTRAL] Uh, no, the benefits.
[CUSTOMER][NEUTRAL] Eligibility
[AGENT][NEUTRAL] OK, is this for service in a doctor's office or is it an outpatient facility?
[CUSTOMER][NEUTRAL] And our front doctor office.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 2307927.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information for me and we're checking eligibility and office visit benefits. I have that for you.
[AGENT][NEUTRAL] Um, showing the policy effective date.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the medical policy is no longer active?
[AGENT][NEUTRAL] As of [PII]. So I do not show any active coverage for the patient.
[CUSTOMER][NEUTRAL] Uh, the plan active coverage date is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. The plan effective date. And what is the plan termination date?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have any other questions?
[CUSTOMER][NEUTRAL] Mm. And uh is there any other uh upgradation of COB or any other thing?
[AGENT][NEGATIVE] They do not have any other coverage with us.
[CUSTOMER][NEUTRAL] In member jacket.
[CUSTOMER][NEUTRAL] OK. And there is uh uh no other uh plan activation date for this one?
[AGENT][NEUTRAL] This policy, this patient does not have a policy with APL.
[CUSTOMER][NEUTRAL] OK. OK, thank you so much. Um, it means this member is inactive on the current date of service.
[AGENT][NEUTRAL] OK, the policy is no longer active as of [PII], so what's the date of service?
[CUSTOMER][NEUTRAL] Oh, it is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's after the date the policy termed.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you so much for assisting me today.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][NEUTRAL] May I have your name?
[AGENT][NEUTRAL] You use my name and today's date as reference for today's call. It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK. And the call reference is today's date.
[AGENT][NEUTRAL] My name and today's date, correct.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][POSITIVE] Have a good day. Take care. Bye-bye.
[AGENT][POSITIVE] Alright, thanks for calling APL.
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you.