AccountId: 011433970860
ContactId: b438ff26-3b13-4707-91f5-1b229d666ba1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232009 ms
Total Talk Time (AGENT): 60980 ms
Total Talk Time (CUSTOMER): 90321 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/b438ff26-3b13-4707-91f5-1b229d666ba1_20250625T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi sir, this is [PII] calling from provider office.
[AGENT][POSITIVE] Yes, sir. How can I help you today?
[CUSTOMER][NEUTRAL] Actually, the, I have 2 members with me and I just want to check the eligibility of the member.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. My name is [PII], and the callback number [PII]. And this is the direct line for us.
[CUSTOMER][NEUTRAL] And the provider name [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The policy number, it is 1, 017.
[CUSTOMER][NEUTRAL] 979-41 M as in Mike, L as in Lima, number 8.
[CUSTOMER][NEUTRAL] And the name of the patient, [PII], with the date of birth, [PII].
[AGENT][NEUTRAL] OK, let me pull up her policy real quick.
[AGENT][NEUTRAL] So I can get you that eligibility.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date of the policy is [PII], and it is current.
[CUSTOMER][NEUTRAL] All right, sir.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Is it the correct pay ID 60801?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, let's move ahead for the next uh member.
[AGENT][NEUTRAL] OK, let me put my note in and.
[AGENT][NEUTRAL] We'll move on.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, what's the next member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Next me name it is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] with the date of birth, [PII]. And the policy number 02411129 M as in Mike L as in Lima, number 8.
[AGENT][NEUTRAL] OK, let me look this one up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII], and the policy is current.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, providing the call reference number.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance. Have a great day. Bye-bye.