AccountId: 011433970860
ContactId: 9ab697cc-7cff-47d0-b737-cada0e809eaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173479 ms
Total Talk Time (AGENT): 64331 ms
Total Talk Time (CUSTOMER): 61932 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/9ab697cc-7cff-47d0-b737-cada0e809eaf_20250113T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to verify eligibility for a member.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name and your callback number in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] last uh initial is [PII] and uh my direct phone number is [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Would you like me to spell that?
[AGENT][NEUTRAL] Yes, please. I've got the [PII] part, just the first name.
[CUSTOMER][NEUTRAL] Uh, first name.
[CUSTOMER][NEUTRAL] Got you. First name is [PII]
[AGENT][NEUTRAL] Oh, OK. I was close. I had the [PII] instead of [PII] OK. And then what is the insured's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the insured's policy number?
[CUSTOMER][NEUTRAL] Uh, let's see here, um, I have 02559966.
[AGENT][NEUTRAL] OK, let me go ahead and pull him in real quick.
[AGENT][NEUTRAL] OK, I do show the insured does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I have the ID that's the policy number, right?
[CUSTOMER][NEUTRAL] Uh, let's see here, and is there a group?
[AGENT][NEUTRAL] Yes, the 255-9966. Yes ma'am, let me give you the group number.
[AGENT][NEUTRAL] The group number is 70078.
[AGENT][NEUTRAL] And that's Doherty Staffing Solutions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh is there a payer ID?
[AGENT][NEUTRAL] Yes ma'am, that would be 60801.
[CUSTOMER][POSITIVE] Fantastic. Alright, that's all I needed. Oh, I didn't catch your name actually. What was your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], alright, thanks so much for your help, [PII]. Hope you have a good day.
[AGENT][POSITIVE] You're very you too, Miss [PII] have a good afternoon. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mm bye.