AccountId: 011433970860
ContactId: 989bbeb1-ab47-48e1-a7db-d2d912749437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377769 ms
Total Talk Time (AGENT): 120541 ms
Total Talk Time (CUSTOMER): 118408 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/989bbeb1-ab47-48e1-a7db-d2d912749437_20250610T20:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office to check patient's medical eligibility. Is this possible to have?
[AGENT][NEUTRAL] Yes, I can assist you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Sure. My contact number is [PII].
[AGENT][NEUTRAL] Alright, and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So the member's ID here it is 01659574.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. Member's first name is [PII]. Last name is [PII], sorry, [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Actually, I just need a medical eligibility. I don't need the claims or anything.
[AGENT][NEUTRAL] Oh, I'm sorry, I, and I wrote down eligibility and was thinking claim the whole time. I'm sorry. Um, so this policy.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Well, this particular policy is no longer active. Um, it was effective from [PII].
[AGENT][NEUTRAL] There is an active policy though, um, policy number 2502651.
[AGENT][NEUTRAL] The policy is still active and it's been effective since [PII].
[CUSTOMER][NEUTRAL] One moment. So, with this ID, the member's policy is effective from [PII] and it, it is already term on [PII], right?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And could you please provide me, I mean, could you please repeat the new uh your ID for this member's policy?
[AGENT][NEUTRAL] 250.
[AGENT][NEUTRAL] 2651.
[CUSTOMER][NEUTRAL] It is 2502651.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Great. Thank you. And this member's policy is effective from [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And it's still active, yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. Is there any group name or any group number?
[AGENT][NEUTRAL] Yes, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group number is 154.
[AGENT][NEUTRAL] 93
[AGENT][NEUTRAL] The group name is city of.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] The group name?
[AGENT][NEUTRAL] City of [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] It is city of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And then?
[AGENT][NEUTRAL] That's it, City of [PII].
[CUSTOMER][POSITIVE] Thank you. Could you please spell your name?
[AGENT][NEUTRAL] My name is [PII] [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII]. If you don't mind, could you please confirm me that this member's policy is, I mean, the subscriber and the member under this plan is same.
[AGENT][NEUTRAL] Yes, yes, the subscriber is the same. It's just a new policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. Thank you so much. May I get the color?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Oh, your name and today state is my call reference for this call.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mm