AccountId: 011433970860
ContactId: a64fe2a4-0943-4c29-83ef-877ba1903d2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281760 ms
Total Talk Time (AGENT): 91940 ms
Total Talk Time (CUSTOMER): 113377 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/a64fe2a4-0943-4c29-83ef-877ba1903d2f_20250205T20:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office to check on member eligibility.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. What is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] Callback number will be [PII] with an extension [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number, please?
[CUSTOMER][NEUTRAL] I have the policy number as 02542049.
[AGENT][POSITIVE] Thank you one moment please, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me just repeat that policy number to you. I have that as 02542049.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] My full name is [PII], with the date of birth is [PII].
[AGENT][NEUTRAL] Thank you very much for that verification process, [PII], and again, you're calling for eligibility. Uh, the member shows effective as of [PII], and this policy shows active as a supplemental medical.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Uh thank you so much. And could you please provide me with the member's group number or group ID?
[AGENT][NEUTRAL] Uh, sure, let me get that group number for you. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The group number shows 18514.
[CUSTOMER][NEUTRAL] Thank you. And for this plan, there is no deductibles, right? Since it's a gap policy.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is correct. There is no deductible to be met with this policy.
[CUSTOMER][NEUTRAL] Thank you. And last question for this regarding this member. The member is the only subscriber of the plan, right? I mean, he's the cardholder.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation. And uh your name on today's date is the reference number, right?
[AGENT][POSITIVE] That is correct. [PII], is there anything else I can assist you with, please?
[CUSTOMER][NEUTRAL] Yes, I do have one more member to check for eligibility. Could you please also help me with that number?
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] OK, what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 249-693-4.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And to repeat, I have that as 249-6934.
[CUSTOMER][POSITIVE] Mhm. That's right.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] My full name is [PII] with the date of birth is [PII].
[AGENT][NEUTRAL] Membership is effective as of [PII], and this policy shows currently active as a supplemental medical.
[CUSTOMER][POSITIVE] Thank you. And the group number for the member plan, please?
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] The group number shows 15493.
[CUSTOMER][NEUTRAL] And uh for this plan too, there is no deductibles, right?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][POSITIVE] That is also correct.
[CUSTOMER][NEUTRAL] And may I know whether the member [PII] is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] Dependent.
[CUSTOMER][NEUTRAL] And the subscriber's name will be [PII], right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh ma'am, the subscriber's name will be [PII] Is it correct?
[AGENT][NEUTRAL] Do you have a date of birth with the member?
[CUSTOMER][NEUTRAL] Just, just give me a moment.
[CUSTOMER][NEUTRAL] OK. Unfortunately, I don't have the date of birth for the member.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I can confirm the information for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no problem. Thank you so much. No, no problem. No, that's all for today. Have a great day and stay safe.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL and you have a great day as well and take care.
[CUSTOMER][POSITIVE] Thank you