AccountId: 011433970860
ContactId: a0c92fcb-d62f-4cfa-be88-22dc222b30de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186350 ms
Total Talk Time (AGENT): 62831 ms
Total Talk Time (CUSTOMER): 99045 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a0c92fcb-d62f-4cfa-be88-22dc222b30de_20250117T15:45_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from a provider's office. I was just calling to verify a patient's insurance.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today and may I have your your name please?
[CUSTOMER][NEUTRAL] Yeah, I'll spell it for you. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And the callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And what's that policy number today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] Like the patient's policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Alright, the insurance ID says, uh, American Public Life um 01.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 1588.
[CUSTOMER][NEUTRAL] M like Mary
[CUSTOMER][NEUTRAL] L like Lima
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Yes, Doctor [PII] do you all fax over that?
[AGENT][POSITIVE] Wonderful. Thank you. Give me just a second to get that policy pulled up for you.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] Who did you speak to?
[CUSTOMER][POSITIVE] OK, no worries, um, let me get the medical assistance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Sorry, just a second, there it is.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] No worries take your time.
[AGENT][NEUTRAL] And would you be able to verify for me, pretty please, your patient's 1st 1st and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] middle initial [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect. OK, I do see [PII] here. He's current and active. His effective date is [PII]. And then as far as eligibility is going, is there any other information you are needing?
[CUSTOMER][NEUTRAL] No, um, can you provide me with a reference number please?
[AGENT][NEUTRAL] Absolutely. I do want to let you know though, [PII] does have an updated policy number. Would you like to take that?
[CUSTOMER][NEUTRAL] Yes, please hold on just one moment.
[CUSTOMER][NEUTRAL] Alright, what's the new number is currently finishing up with.
[AGENT][NEUTRAL] Yes, it is 2473162.
[CUSTOMER][NEUTRAL] That's the new member ID?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK, that's, that's fine too, but she's finishing up with the page so she, she checked her.
[CUSTOMER][NEUTRAL] OK, of course.
[CUSTOMER][POSITIVE] OK thank you I was able to update that and then just the reference number whenever you can.
[AGENT][NEUTRAL] You betcha. It's my name, [PII] name, [PII], in today's date.
[CUSTOMER][POSITIVE] Thank you so much I appreciate your time.
[AGENT][POSITIVE] Hey, my pleasure. Thanks for calling APL and you have a fabulous day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] You as well take care bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.