AccountId: 011433970860
ContactId: c2e42580-cc39-47da-b256-ef0f4e7ca320
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164089 ms
Total Talk Time (AGENT): 69823 ms
Total Talk Time (CUSTOMER): 65384 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/c2e42580-cc39-47da-b256-ef0f4e7ca320_20250214T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling to verify eligibility for a patient because we received a letter, a denial that the patient was not active by a time of service, but we have another data service and I wanna make sure that the patient was covered or not.
[AGENT][NEUTRAL] OK, so you're calling for eligibility and may I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][POSITIVE] I'm sorry, can you spell that for me please? I'm so sorry.
[CUSTOMER][NEUTRAL] Yes. It's [PII]
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thank you and also your call back number if we were disconnected please [PII].
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[AGENT][NEUTRAL] OK, thank you and may I please have that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, the policy number is 01349463.
[AGENT][NEUTRAL] OK, I'm going to repeat that to you. I have that as 01349463.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for the information and you're calling for eligibility. Now this policy shows termed as of [PII]. It had an effective date of [PII]. If you would please just bear with me, let me just check to see if Ma has an active policy, please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And my apologies, so now the member does not have an active policy with APL.
[CUSTOMER][NEUTRAL] OK, can I have the effective date and um expiration date, please? It was [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] [PII] and it turned [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me put here not
[CUSTOMER][NEUTRAL] I look at this.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, can I have your name please and reference number?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] My name is [PII]. We do not provide reference numbers, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much. Thank you very much for your help, [PII]. I appreciate it.
[AGENT][POSITIVE] You're welcome [PII], and thank you for calling APL. Have a good day and thank you take care bye.
[CUSTOMER][NEUTRAL] You too bye bye.