AccountId: 011433970860
ContactId: d146c374-13f9-4a8c-9f19-fd94f1d31506
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194210 ms
Total Talk Time (AGENT): 88604 ms
Total Talk Time (CUSTOMER): 76347 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/d146c374-13f9-4a8c-9f19-fd94f1d31506_20250225T19:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII]. I'm calling from a provider's office and I'm trying to check eligibility for a patient.
[CUSTOMER][NEGATIVE] Um, having a little trouble doing that with our system.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Yeah absolutely I can help you with eligibility.
[AGENT][NEUTRAL] Get your callback number and the name of the physician's office you're calling from.
[CUSTOMER][NEUTRAL] Sure, um, I'm calling. My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Motor City Internist.
[CUSTOMER][NEUTRAL] Um, and I do have the doctor's name and then PI if needed.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] No, ma'am, I don't need that, um, but thank you for offering it. May I get um the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, um, first name is [PII], last name is [PII]
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, and then I do have an ID number he provided it's 00929332.
[AGENT][NEUTRAL] OK, let me look up that policy number real quick.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Yeah, we're gonna call her right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK, is there an end date or a term date or anything for those?
[AGENT][NEUTRAL] No, ma'am, um, I'm showing the policy is still active.
[CUSTOMER][NEUTRAL] OK, and can I ask, is this a PPO plan or an HMO? Does he have to be assigned to a primary care doctor to be seen?
[AGENT][NEUTRAL] Uh, what I'll need to do is, um, to be able to get the benefits and, um.
[AGENT][NEUTRAL] You know where he needs to go to use his policy there's a number that I'm gonna have to transfer you to it's web TPA and let me give you that phone number just in case the call is dropped while I transfer you you'll have it on hand.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect, can I repeat that back to you?
[AGENT][NEUTRAL] And it, and you can
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, so it's [PII].
[AGENT][POSITIVE] Yes, ma'am, and they can answer all your benefit questions at this number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help today.
[AGENT][POSITIVE] You're very welcome and it's gonna be a brief hold while I transfer you on over. I hope you have a good rest of your day, [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] And you too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.