AccountId: 011433970860
ContactId: abace3e1-1ca5-4218-8877-290dce345de5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177809 ms
Total Talk Time (AGENT): 65120 ms
Total Talk Time (CUSTOMER): 66184 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/abace3e1-1ca5-4218-8877-290dce345de5_20250130T15:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling on behalf of provider's office to check on members eligibility.
[AGENT][POSITIVE] Thank you, and I'll be more than happy to assist you with the eligibility. And [PII], may I have a good contact number in case we're disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah. That would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, that would be 01829142 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, I will spell out the first name. It's [PII], and the last name would be [PII].
[CUSTOMER][NEUTRAL] I feel.
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active and it's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Alright, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Yeah, I wanna know about the member's bills uh eligibility.
[AGENT][NEUTRAL] The eligibility, it's been effective since [PII]. Are you wanting to go over benefits as well?
[CUSTOMER][NEUTRAL] No, I want to know about the payer ID.
[AGENT][NEUTRAL] The payer ID is 60.
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] Mhm. And what is the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. And can you please spell out your name for the documentation?
[AGENT][NEUTRAL] Sure, my name is [PII] First initial to my last name is [PII].
[CUSTOMER][NEUTRAL] And what is the card reference number?
[AGENT][NEUTRAL] Um, there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII], for assisting me. Have a great day. Bye for now.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.