AccountId: 011433970860
ContactId: a75015ab-65f9-4169-a677-462477ecc2f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341529 ms
Total Talk Time (AGENT): 109684 ms
Total Talk Time (CUSTOMER): 133211 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/a75015ab-65f9-4169-a677-462477ecc2f1_20250124T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I just want to check the eligibility of the patient. Can you help me on that, please?
[AGENT][POSITIVE] Absolutely, [PII]. I'm happy to check on eligibility today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 01596174 M as in Mary, L as in Lima 7.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] Uh, the patient's plan was effective on [PII]. It has terminated as of [PII].
[CUSTOMER][NEUTRAL] [PII]. And the termination on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, ma'am. We'll move to the next one. I have one more.
[AGENT][NEUTRAL] OK, what's the next policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 02486916 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, let me check this.
[AGENT][NEUTRAL] And if I can get name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well like papa to the field.
[CUSTOMER][NEUTRAL] They look at Makatakalakalaka.
[AGENT][NEUTRAL] OK, so this patient is active, effective date [PII], still active.
[CUSTOMER][NEUTRAL] 51.
[CUSTOMER][NEUTRAL] 2024, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Per ID number, please.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And uh patient group number?
[AGENT][NEUTRAL] 256-68.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 256-68. OK. Patient, uh correct mailing address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Give me a moment, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII], sir?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] 9
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] It is 248,950. Am I correct?
[AGENT][NEUTRAL] Correct, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, after that?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much. And uh patient has remaining deductible amount. What's the plan name?
[AGENT][NEUTRAL] Uh, we are the secondary insurance. This is a meddling plan.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] M [PII].
[CUSTOMER][NEUTRAL] OK. There is no deductable, am I correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much. Can you spell your name, please, for me, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Sorry, repeat once again, ma'am. Sorry for that.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, so thank you so much. Have a nice day bye bye.
[AGENT][NEUTRAL] You too bye bye.