AccountId: 011433970860
ContactId: cb6952bc-5eaa-4aa0-a06d-bc3fe646198d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287869 ms
Total Talk Time (AGENT): 107430 ms
Total Talk Time (CUSTOMER): 125582 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/cb6952bc-5eaa-4aa0-a06d-bc3fe646198d_20250117T19:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider's office to check on members' eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Yeah. That's [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah. That's 1, sorry, 01.
[CUSTOMER][POSITIVE] I'm so sorry. Just a minute.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Yeah, that's 01749.
[CUSTOMER][NEUTRAL] 816 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah. The first name is spell out, it's [PII], and the last name is [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And it would be my pleasure to assist you with eligibility for No Ruiz. Right, I'm showing that this policy is active.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Effective date is [PII], and this is a secondary policy to the policyholders' major medical coverage.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] What about the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what is the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Thank you so much. And
[CUSTOMER][NEUTRAL] I have the other member. Can you please check that?
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Another member?
[CUSTOMER][NEUTRAL] Uh, um, yes.
[AGENT][NEUTRAL] Different
[AGENT][NEUTRAL] Different policy number?
[CUSTOMER][NEUTRAL] Yeah, it depends.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. Yes, ma'am, [PII]. It would be a pleasure to assist you with additional eligibility. What is the next policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. The number is 02350298 M as in Mike, L as in Lima, and the number 7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Now, this policy is active also.
[AGENT][NEUTRAL] With the effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. And the payer ID address, everything the same, right?
[AGENT][NEUTRAL] It is the same, yes ma'am.
[CUSTOMER][NEUTRAL] Yeah. Just give me a minute, let me check here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much. And can you please spell out your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And what is the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII], for assisting me. Have a great day. Bye for now.
[AGENT][POSITIVE] It has been such a pleasure to assist you with that eligibility. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Yeah, bye-bye.
[AGENT][NEUTRAL] Bye-bye.