AccountId: 011433970860
ContactId: ba80265d-7cdb-402a-89a8-41fb7a87e264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300000 ms
Total Talk Time (AGENT): 98304 ms
Total Talk Time (CUSTOMER): 110852 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/ba80265d-7cdb-402a-89a8-41fb7a87e264_20250429T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, there. This is [PII] calling from the provider's office for checking on an eligibility status for the patient.
[AGENT][NEUTRAL] OK, we just needed to check eligibility.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I can check that for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII]. It's a direct line?
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] 48, sorry, 46856443.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Alright, so that's gonna be a bit too long to be one of our policy numbers [PII]. Uh, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Social Security member.
[CUSTOMER][NEUTRAL] Can you check with the patients first and last name?
[AGENT][NEUTRAL] Yes, if you wouldn't mind spelling out the first and last name please.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name [PII] [PII], [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, you said uh 5:23.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, what state does this member live in, [PII]?
[CUSTOMER][NEUTRAL] Uh, the state is, uh, [PII].
[AGENT][NEUTRAL] OK, I don't have anyone with that name that lives in that state.
[AGENT][NEUTRAL] Give me just a moment. No, it's not that number.
[CUSTOMER][NEGATIVE] So you're unable to find the patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, yes, um, I did just check. I only had two members with that name, neither have that date of birth or live in that state, so it does not look like this member has a policy with us.
[CUSTOMER][NEUTRAL] Uh, sure. Uh, just a moment, please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, yeah, and, uh, can I use your name for my reference number?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][POSITIVE] Yeah, actually I have one more patient. Can you also please check that for me?
[AGENT][NEUTRAL] Yes, do you have that policy number?
[CUSTOMER][NEUTRAL] Oh yeah, the policy number that I have is 354-47370.
[AGENT][NEUTRAL] OK, so this is gonna be like the same um that one it's it's too long to be one of our policy numbers um if you wouldn't mind you could spell out their first and last name for me we could try that way.
[CUSTOMER][NEUTRAL] Sure, ma'am. First name, [PII]. Last name [PII]. [PII] is the date of birth.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, no, I don't have anyone with that name in our system.
[CUSTOMER][POSITIVE] Oh, thank you so much for this information as well, ma'am. Uh, and, uh,
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII], right, ma'am?
[AGENT][NEUTRAL] Yes, uh [PII].
[CUSTOMER][POSITIVE] Thank you so much. Initial?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it's, it's [PII].
[CUSTOMER][POSITIVE] Thank you again, ma'am. And again, thank you so much for patiently assisting. Have a great day, ma'am. Bye-bye.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely, thank you. I hope you have a great rest of your day. Bye bye.