AccountId: 011433970860
ContactId: 99dfffcc-de89-418c-8cdf-a7c70f649fcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238259 ms
Total Talk Time (AGENT): 69959 ms
Total Talk Time (CUSTOMER): 129681 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/99dfffcc-de89-418c-8cdf-a7c70f649fcd_20250425T17:44_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check patients' medical eligibility. Is this possible to have?
[AGENT][NEUTRAL] Could you provide me with the spelling of your name and a callback number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yes, of course. My name is spelled out like [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you. So your name is [PII]?
[CUSTOMER][POSITIVE] And the facility's name is Cleveland, yes, you're right.
[AGENT][NEUTRAL] Can I have the policy number of the member?
[CUSTOMER][NEUTRAL] Sure. I do have a policy number here. It is 02473385 M as in Mike L as in Lima, the number 8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth, [PII], and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Um, just the eligibility, know the benefits and all.
[AGENT][NEUTRAL] The member's policy has been active since [PII] and it's currently active. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes. So this member's policy is effective from [PII] and now the policy is active. Is there any group name or the group number for this policy?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] The group name is Nova Southeastern University.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Noble star.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Nova Southeastern University.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Noble Star Eastern University.
[AGENT][NEUTRAL] [PII] S O U T H Eastern, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh sorry for that. Uh if you don't mind, could you please spell that from the start? [PII], Noble.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So you want me to spell [PII] for you?
[AGENT][NEUTRAL] Or Southeastern.
[CUSTOMER][NEUTRAL] No, it is OK.
[CUSTOMER][NEUTRAL] [PII] University.
[AGENT][NEUTRAL] So South, [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] Noble Southeastern University.
[AGENT][NEUTRAL] Yes, 231 43.
[CUSTOMER][NEUTRAL] 23143. Is the ID is correct that which I get to you. 02473385. Is that member ID is right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help. Could you please spell your name?
[AGENT][NEUTRAL] [PII] today's date because we don't provide reference numbers, [PII].
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Um, no, it is enough for me. Thank you very much for your help, sir.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.