AccountId: 011433970860
ContactId: c6ce4466-c086-4b63-9e65-85d1eb8e3e85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153020 ms
Total Talk Time (AGENT): 51218 ms
Total Talk Time (CUSTOMER): 73145 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/c6ce4466-c086-4b63-9e65-85d1eb8e3e85_20250328T21:45_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Manic Cancer Institute, and I'm actually just calling to verify members eligibility, please.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, [PII], I can verify eligibility for you. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah I have 25834777.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And did you just need her effective date?
[CUSTOMER][NEUTRAL] Um, yeah, and then I just wanted to confirm that I have the correct policy number and group number and if there's a group name as well.
[AGENT][POSITIVE] OK, I've got her active and effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, policy number is correct.
[AGENT][NEUTRAL] Let me see what her group number is if she has one.
[AGENT][NEUTRAL] Her group number is 17934.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, the, the policy is Medlink.
[CUSTOMER][NEUTRAL] OK, yeah, I see it says here meddling select uh yeah medling select group meds up.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] I think that's what it says on the card that's why I wrote it here perfect.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and then for this plan is she the primary subscriber or is she under her spouse for this plan?
[AGENT][NEUTRAL] She is the primary subscriber.
[CUSTOMER][POSITIVE] OK perfect perfect perfect yeah and then I have this as her secondary because she does have a primary.
[AGENT][POSITIVE] That is correct, yes, yeah.
[CUSTOMER][NEUTRAL] Because I know this is just the supplemental perfect OK great well yeah that's all I needed do you have by any chance actually an end date for the plan?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, it's active right now, so I don't have an end date.
[CUSTOMER][NEUTRAL] No? OK, perfect, great, and then just for my reference I'm sorry, can I get your first name again and the first initial of your last name?
[AGENT][NEUTRAL] Sure, it's [PII], and then last initial is [PII], and then reference number would be my name, last initial, and today's date.
[CUSTOMER][POSITIVE] And today's perfect. Great. Alrighty, well then, thank you again. That's all I needed. I really appreciate your help, [PII].
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too likewise bye bye.
[AGENT][NEUTRAL] Bye.