AccountId: 011433970860
ContactId: c8600340-a7e7-4206-b015-2341702650c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163399 ms
Total Talk Time (AGENT): 77888 ms
Total Talk Time (CUSTOMER): 70537 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c8600340-a7e7-4206-b015-2341702650c3_20250117T17:48_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office to check on member eligibility.
[AGENT][POSITIVE] OK, I'd love to help you with eligibility today, [PII], and do you mind if I get a good call back number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] with an extension [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] [PII]. Thank you, [PII] and what's that member's ID number?
[CUSTOMER][NEUTRAL] It's 02464993, M as in Mike, L as in Lima, number 7.
[AGENT][POSITIVE] Perfect. And thank you one second. I'm gonna get that pulled up for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 122
[CUSTOMER][NEUTRAL] 6304427
[AGENT][NEUTRAL] Sorry, it's taking its time.
[CUSTOMER][POSITIVE] No problem. Take care now.
[AGENT][NEUTRAL] All right, and.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Would you be able to verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Sure, ma'am. The full name will be [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, perfect. I do see him right here. It looks like he is current and active with us with an effective date of [PII], but it also looks like he has an updated policy number if you're needing it.
[CUSTOMER][NEUTRAL] 517
[CUSTOMER][NEUTRAL] Yes, sir, one moment.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK. This policy number that I provided is for the previous year, right? And for this year, the policy number changes, right?
[AGENT][NEUTRAL] Um, yeah, it does look like the policy number changed [PII].
[AGENT][NEUTRAL] Um, but it is the current one.
[CUSTOMER][NEUTRAL] Sure, may I know that?
[AGENT][NEUTRAL] You bet you it's gonna be 246-699-999.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh
[AGENT][POSITIVE] My pleasure. And is there anything else I can give you today for eligibility?
[CUSTOMER][NEUTRAL] Yes, sir, may I know the member's group number?
[AGENT][NEUTRAL] Yes, you bet you. I have the group number listed as 16143.
[CUSTOMER][NEUTRAL] And it's a gap policy, right?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][POSITIVE] Thank you so much for that and um I'll use the reference number for our call.
[AGENT][NEUTRAL] It's just my name [PII], first initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much for that and um that's all for today. Have a great day and stay safe and happy weekend.
[AGENT][POSITIVE] Yeah, my pleasure. You too. Take care. Happy weekend.
[CUSTOMER][POSITIVE] Thank you thank you bye.
[AGENT][NEUTRAL] Bye bye.