AccountId: 011433970860
ContactId: bc15a6d1-b540-4986-8043-84ee62841011
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217399 ms
Total Talk Time (AGENT): 79951 ms
Total Talk Time (CUSTOMER): 115059 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/bc15a6d1-b540-4986-8043-84ee62841011_20250307T15:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. I'm sorry, good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII]. I'm calling from provider office for the eligibility of member.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you said it is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] And what
[CUSTOMER][NEUTRAL] Yes. Member ID is 01979355 M as in Mike, L as in Lima, S as in Sierra.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] OK. First name is [PII], last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII] and this is a direct line, no extension.
[AGENT][NEUTRAL] OK. Uh, I'm showing the policy term on [PII].
[AGENT][NEUTRAL] And do show they have an active policy, and when you're ready, I'll give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, the policy number is 2298031.
[CUSTOMER][NEUTRAL] The policy number is 2.
[CUSTOMER][NEUTRAL] 2298039. This is a policy number or member ID OK. 2298031, correct?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] 2298031.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And this is a member ID for active policy?
[AGENT][NEUTRAL] Yes, effective [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK. Can you, uh, may I know the name of the, that policy or insurance?
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] APO.
[AGENT][NEUTRAL] APL as in Lima.
[CUSTOMER][NEUTRAL] L
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. And may I know that uh uh means mailing address if you have active policy mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I just verify again. [PII]. Correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. May I know the call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] If you
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. You were very helpful today. Have a good day. Bye-bye for now.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] On ACL
[CUSTOMER][NEUTRAL] Bye-bye.