AccountId: 011433970860
ContactId: cac86b86-b462-443a-9d9b-73442b40f372
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229460 ms
Total Talk Time (AGENT): 94918 ms
Total Talk Time (CUSTOMER): 101417 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/cac86b86-b462-443a-9d9b-73442b40f372_20250512T14:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi, how are you doing today?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] I'm doing good. Uh, you said your name is [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Awesome, thank you, [PII]. um, I have a question about a patients, um, eligibility.
[CUSTOMER][NEUTRAL] Um, I have two different, uh, ID numbers, one ending with 7 and one ending with 8, so I'm curious which one is the correct one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] Mhm. My name is [PII]. Um, yeah, right.
[AGENT][NEUTRAL] OK, and [PII], what is that policy number? Either one is fine.
[CUSTOMER][NEUTRAL] Sure. I have 02343046 NL 7.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling to verify eligibility, correct?
[CUSTOMER][NEUTRAL] Yeah, I have 2 policy numbers and then I just need to know where to send the secondary claims to. I have an address, but I just want to make sure it's accurate.
[AGENT][NEUTRAL] OK, uh, give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I'm sure that policy number you gave.
[AGENT][NEUTRAL] It terminated [PII]. However, he does have a current policy and I'll give you that number when you're ready.
[CUSTOMER][NEUTRAL] OK, yes, please. What's the new number?
[AGENT][NEUTRAL] OK, it's 254-2049.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Effective [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK, so it's just 254-2049?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And you were saying you were also needing the mailing address or verify the mailing address?
[CUSTOMER][POSITIVE] Perfect. So, uh, OK.
[CUSTOMER][NEUTRAL] Yeah, the, the send the secondary claims so I have [PII].
[CUSTOMER][NEUTRAL] MS
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, that mailing address has um changed. I give you the current mailing address when you're ready. OK, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please I'm ready.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hold on, I think I missed the zip, but hold on, it's [PII], [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, zip code is 7.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Member ID is 2542049 and it was active on [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Correct. Yes, sir.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Um, no, I believe that's it. Thank you so much for your time.
[AGENT][POSITIVE] Alright, you're welcome and I thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you, [PII]. bye bye.
[AGENT][POSITIVE] You're welcome, bye.