AccountId: 011433970860
ContactId: c4969e18-b6f8-44b5-b0f8-e9cdfdc6d2f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166899 ms
Total Talk Time (AGENT): 72129 ms
Total Talk Time (CUSTOMER): 49128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c4969e18-b6f8-44b5-b0f8-e9cdfdc6d2f2_20250606T13:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, so I'm just trying to see if the patient is active.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Policy number is 243-6106106 ML8.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, that's too many numbers, um.
[AGENT][NEUTRAL] Thank you. Let me try just breaking it down. Maybe they give you the group number and the policy number.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Do you have the copy of the card, Miss [PII]?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, let me have the numbers in the bottom where it says outpatienter.
[CUSTOMER][NEUTRAL] OK, so sorry, so that is what I have so 02.
[CUSTOMER][NEUTRAL] 436106 ML 8
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect, thank you. And you say you need eligibility and you're coming from which facility from my note?
[CUSTOMER][NEUTRAL] Skin Center of Florida Louis Camaster MDPA.
[AGENT][NEUTRAL] OK, thank you. All right, so we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Perfect. Alright, that's all I need to know. Can I, is there a reference number?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] You said it was [PII]?
[AGENT][NEUTRAL] Oh, [PII] last initial [PII]
[CUSTOMER][POSITIVE] Perfect. Alrighty, and today's date, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.