AccountId: 011433970860
ContactId: d196baae-6450-4fa8-baab-514619e6a649
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266440 ms
Total Talk Time (AGENT): 113248 ms
Total Talk Time (CUSTOMER): 62206 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d196baae-6450-4fa8-baab-514619e6a649_20250212T22:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, um, my name is [PII]. I'm calling from Metropolitan Pediatrics. I just wanted to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility today, [PII]. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, that is D as in David 41203547.
[AGENT][NEUTRAL] OK. I unfortunately can't pull the number with that number. Do you have their social or name we can check that way?
[CUSTOMER][NEUTRAL] I do. I have a social, yeah, that's uh [PII].
[AGENT][NEUTRAL] OK, let me try that and see what I come up with here. One second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's first and last name?
[CUSTOMER][NEUTRAL] Um, the patient's name.
[CUSTOMER][NEUTRAL] Is [PII], that's the name belonging to the social, um, but I am looking for eligibility on an [PII].
[AGENT][NEUTRAL] OK. And then what is um date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. And we are looking for medical coverage, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, patient does have an active plan. The effective date on this is [PII]. Do you need the policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, yeah, the policy number is gonna be 02.
[AGENT][NEUTRAL] 59.
[AGENT][NEUTRAL] 2651.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um who and where should we send the claims to?
[AGENT][NEUTRAL] Let me double check that for you here. Give me just one sec.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. Thank you for your patience. So it looks like claims for this policy are gonna go to um attention.
[AGENT][NEUTRAL] IMA incorporated, so that's um I as in India, M as in Mary, A as in apple, Inc.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much. Oh, and then um is there a group number for this plan?
[AGENT][NEUTRAL] Oh yeah, let's take a look.
[AGENT][NEUTRAL] Group number is 70,030.
[CUSTOMER][POSITIVE] Awesome thank you so much. And does this uh call have a reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name is [PII], that's spelled [PII].
[CUSTOMER][POSITIVE] Great thank you so much that is all I needed.
[AGENT][POSITIVE] You're welcome, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.