AccountId: 011433970860
ContactId: b444019a-08b3-4e98-9aa6-1c536bd32f1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292989 ms
Total Talk Time (AGENT): 114019 ms
Total Talk Time (CUSTOMER): 94517 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/b444019a-08b3-4e98-9aa6-1c536bd32f1e_20250129T21:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hello, my name is [PII] calling from For office to check the eligibility of I bill.
[AGENT][NEUTRAL] OK, [PII], did you say you're needing to check eligibility and benefits? Is that correct? Or just eligibility?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yeah, to eligibility for myos.
[AGENT][NEUTRAL] Eligibility for what? I'm sorry?
[CUSTOMER][NEUTRAL] Uh, for, for my date of service.
[AGENT][NEUTRAL] I'm sorry, I ask your question again. I didn't understand you.
[CUSTOMER][NEUTRAL] Yeah, I'm calling for eligibility checking.
[AGENT][NEUTRAL] Eligibility only, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can help you. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that a phone number?
[CUSTOMER][NEUTRAL] Yeah, the direct number.
[AGENT][NEUTRAL] So [PII], is that correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, I have this number. Yeah, this, uh, give me one second.
[CUSTOMER][NEUTRAL] Let me often here.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Is this policy number GDD 46401583?
[AGENT][NEUTRAL] OK, now that is not a policy number for our company, [PII].
[AGENT][NEUTRAL] For American public life.
[CUSTOMER][NEUTRAL] OK, I will
[CUSTOMER][NEUTRAL] Yeah, I have the ID card. Give me one second. I will say this ID number.
[AGENT][NEUTRAL] The number for our company does not start. Yes, OK.
[CUSTOMER][NEUTRAL] Yeah, the spelling G.
[CUSTOMER][NEUTRAL] Yeah, start with 02571736.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][NEUTRAL] And any information that I provide for you, [PII], will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, see, my first name, last name is [PII], first name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so she is the subscriber on this policy and it is active, [PII], with an effective date of [PII].
[CUSTOMER][NEUTRAL] Uh, sorry, can, can you repeat again for that, please?
[AGENT][NEUTRAL] [PII], it is.
[AGENT][NEUTRAL] She is a subscriber on this policy. It is active.
[AGENT][NEUTRAL] The effective date is [PII], no termination date.
[CUSTOMER][NEUTRAL] No still it is active for data service. OK. So, yeah, thank you. And could you repeat your name, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII] My name in today's date and will be your call reference number, and once we have processed a claim for this member, you should be able to check our portal for the claim status and EOB and our website for the portal is secured. [PII].
[CUSTOMER][NEUTRAL] Uh, sorry, I did not get to uh, can you help me call reference number, please?
[AGENT][NEUTRAL] Reference number's my name and today's date.
[CUSTOMER][NEUTRAL] Seik, S H E A K, right?
[AGENT][NEUTRAL] My name and today's date, my name is [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you. And today's date, right? OK. Thank you, [PII]. Thank you very much for your information.
[AGENT][POSITIVE] All right. Well, you're very welcome, [PII]. So if that's all I can help you with. Thank you again for calling APL. Have a nice afternoon.
[CUSTOMER][POSITIVE] Yeah, thank you, bye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Yeah