AccountId: 011433970860
ContactId: b9e195d8-1fb9-4256-bf67-2d04137672f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307410 ms
Total Talk Time (AGENT): 108671 ms
Total Talk Time (CUSTOMER): 112967 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/b9e195d8-1fb9-4256-bf67-2d04137672f2_20250509T22:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello. Good day. My name is [PII] from Apria Healthcare. I just want to verify the secondary insurance of [PII].
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] OK. All right. I can help you.
[AGENT][NEUTRAL] Um verify eligibility on a patient. May I please get your name and can you spell it for me?
[CUSTOMER][NEUTRAL] My name or the uh patient's name?
[AGENT][NEUTRAL] I need your name first.
[CUSTOMER][NEUTRAL] Um, OK. [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's my name.
[AGENT][NEUTRAL] OK, and you pronounce it [PII]?
[AGENT][NEUTRAL] OK, and then Ms. [PII], what is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Thank you so much and then can you give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, Opea Healthcare.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, what is the last question?
[AGENT][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] Uh, what
[AGENT][NEUTRAL] Member ID
[CUSTOMER][NEUTRAL] Um, 02158668.
[CUSTOMER][NEUTRAL] M as in mama, L as in lion, and E.
[AGENT][NEUTRAL] OK, let me look up that policy.
[AGENT][POSITIVE] Real quick.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, I do show that.
[CUSTOMER][NEUTRAL] Can you repeat?
[AGENT][NEUTRAL] Yes, I do show that this policy for [PII] is no longer active. The policy terminated on [PII].
[AGENT][POSITIVE] But he does have a new active policy and let me give you that policy number.
[CUSTOMER][NEUTRAL] OK, just wait
[AGENT][NEUTRAL] You just let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 259-581-5.
[AGENT][NEUTRAL] And this policy effective date is [PII] and it's current and active.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can, uh, I will repeat the policy number, uh, 2595.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 815, is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. The effective date is [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, and it's inactive, right?
[AGENT][NEUTRAL] No, this one is active and current.
[CUSTOMER][NEUTRAL] Active and current.
[AGENT][POSITIVE] Yes, it's good.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Again, what is your name?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII]
[CUSTOMER][NEUTRAL] Sorry, OK.
[CUSTOMER][NEUTRAL] OK, I get it.
[AGENT][NEUTRAL] All right, Miss, Miss [PII], is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Wait, wait, uh, can you repeat?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][NEGATIVE] No, nothing.
[AGENT][POSITIVE] All right, well you have a wonderful weekend, Ms. [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.