AccountId: 011433970860
ContactId: 98a59182-f6e4-433b-b1e1-324298dc722f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171600 ms
Total Talk Time (AGENT): 62216 ms
Total Talk Time (CUSTOMER): 34711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/98a59182-f6e4-433b-b1e1-324298dc722f_20250307T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Alright, [PII], I'm happy to check on eligibility today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 944-523-763
[AGENT][NEUTRAL] Alright, let me try and pull that up here. Give me just a second.
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that number didn't pull up his name. Let me try searching by name.
[AGENT][NEUTRAL] Do you know what state does he live in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Do you by chance have his social?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh look, they put the wrong member ID number. I have a different one here if you wanna try that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, let's try that.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 02556424 ML 8.
[AGENT][POSITIVE] OK, that sounds right. Let's try that.
[AGENT][NEUTRAL] I thought maybe the other one was the social. I tried it, but
[AGENT][NEUTRAL] Um, OK. What is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Thank you, [PII]. So the patient plan is active. The effective date on here is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, perfect. Can I have the initial of your last name?
[AGENT][NEUTRAL] Absolutely, that's gonna be [PII], and that's the call reference, my name with my last initial and then today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII].
[AGENT][POSITIVE] Yeah, you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.