AccountId: 011433970860
ContactId: afc1e441-1dfe-4300-a679-f1e4c257d7c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260480 ms
Total Talk Time (AGENT): 118476 ms
Total Talk Time (CUSTOMER): 87432 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/afc1e441-1dfe-4300-a679-f1e4c257d7c0_20250617T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from the provider's office to check on patient's medical eligibility. Could you please help for that?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] My good callback number is [PII].
[AGENT][NEUTRAL] OK. And thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Patient's policy number starts with the
[CUSTOMER][NEUTRAL] 02273345.
[AGENT][NEUTRAL] And please verify the patient.
[CUSTOMER][NEUTRAL] Before that, could you please spell out your name?
[AGENT][NEUTRAL] Um, yes, my name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much. [PII] Yeah, the patient's first name is [PII]. Last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII].
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][POSITIVE] Thank you so much, [PII] call the number for this call.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank you so much. [PII]. Call the your name on today's date.
[AGENT][POSITIVE] That's correct, [PII].
[CUSTOMER][NEUTRAL] Policies effective from level [PII] of [PII]. No group name, no group number, right?
[AGENT][NEUTRAL] Um, there is a group name and group number.
[AGENT][NEUTRAL] The group number is
[CUSTOMER][NEUTRAL] Could you please
[AGENT][NEUTRAL] The group number is 24,430.
[AGENT][NEUTRAL] And the group name is?
[CUSTOMER][NEUTRAL] And the group name is?
[AGENT][NEUTRAL] [PII]'s Reserve.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Could you please spell out?
[AGENT][NEUTRAL] Mhm. F [PII] like [PII], C like [PII].
[AGENT][NEUTRAL] Reserve are like.
[CUSTOMER][NEUTRAL] Your, sorry, it is French mint, M [PII], right? French mint.
[AGENT][NEUTRAL] Uh mans, [PII]
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Reserve
[CUSTOMER][NEUTRAL] That's all.
[AGENT][NEUTRAL] No, [PII]'s reserve.
[AGENT][NEUTRAL] R like Rabbit, E like echo.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] S like Sam, E like Echo, R like Rabbit, V like Victor, E reserve.
[CUSTOMER][NEUTRAL] After?
[AGENT][NEUTRAL] Master, um, M like Mary, A like apple, S like Sam, T like Tom, E like Edward, R like Rabbit.
[CUSTOMER][NEUTRAL] After?
[AGENT][NEUTRAL] Prop. P like Paul, R like Rabbit, O like Oscar, P like Paul.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Owner
[AGENT][NEUTRAL] O like Oscar, W like Water, N like Nancy, E like Edward, R like Rabbit.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][NEUTRAL] That's all. Mhm.
[CUSTOMER][POSITIVE] Thank you so much, friends, ma'am. Reser master prop owner.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And your name is [PII] Thank you so much EV Policy active for medical level [PII]. Still it is active, not on the Medicare policy. Thank you so much. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling APL. You have a great day as well. Mm, bye.