AccountId: 011433970860
ContactId: a7a3a193-176d-4383-b808-be80f10e8a54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289700 ms
Total Talk Time (AGENT): 109870 ms
Total Talk Time (CUSTOMER): 73044 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/a7a3a193-176d-4383-b808-be80f10e8a54_20250425T18:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just want to check eligibility. Can you please help me with that?
[AGENT][POSITIVE] Yeah, sure, I can assist you with eligibility and may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, I didn't get that. Can you repeat that? [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is that what you're saying?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. Thank you. And may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] Calling from Envision Patient Services.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, patient's policy number is
[CUSTOMER][NEUTRAL] 2,552,430.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It is [PII] and the last name is [PII]. It was [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And you said you just need eligibility today?
[CUSTOMER][NEUTRAL] Mhm. I take today?
[AGENT][NEUTRAL] OK. All right. The effective date on this policy is [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Pay, pay ID?
[AGENT][NEUTRAL] OK, on this one, the payer ID is 60801.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Patient group number?
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you repeat your question?
[CUSTOMER][NEUTRAL] Patient group number I need.
[AGENT][NEUTRAL] Oh, the group number, OK.
[AGENT][NEUTRAL] OK, the group number on this one is 80096.
[CUSTOMER][NEUTRAL] Mhm. Provide me the correct member ID number.
[AGENT][NEUTRAL] That is the correct member ID number, the one you provided to me.
[CUSTOMER][NEUTRAL] This is the correct number ID number. OK, fine. Provide me the correct, uh,
[CUSTOMER][NEUTRAL] Mailing address?
[AGENT][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What's the plan name? [PII]?
[AGENT][NEUTRAL] The link which is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It is um can you spell it out?
[AGENT][NEUTRAL] Can I spelling?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good day, Mr. [PII]