AccountId: 011433970860
ContactId: d1cc76ad-9ca8-43df-9371-f5c7e4116704
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193520 ms
Total Talk Time (AGENT): 95170 ms
Total Talk Time (CUSTOMER): 113298 ms
Interruptions: 5
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/d1cc76ad-9ca8-43df-9371-f5c7e4116704_20250606T20:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon and thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][POSITIVE] I'm so sorry. Hello, hello? Hi, good afternoon. My name is [PII]. I'm calling from Back to all Patients.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, and how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] I'm calling to get benefits for eligibility for a member, please.
[AGENT][NEUTRAL] OK, and may I have your callback number please?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you so much and what is your policy number please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so on the insurance card it says for outpatient 01603009 M as in Mary, L as in Larry and then 8.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] And uh after you don't know just like they transfer me to an automated us so the rep is gone.
[AGENT][NEUTRAL] And let me just repeat that to you please and I have that as 01603009 ML8.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you verify the patient's or the member's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much and you're calling to check her eligibility. Give me one moment.
[CUSTOMER][NEUTRAL] I don't know
[AGENT][POSITIVE] I can help you with that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, this policy, you're welcome. You're very very welcome. Um, this policy showed effective as of [PII], excuse me, [PII]. This policy termed December, I'm sorry, let me just start all over, [PII], I'm so sorry. The policy shows effective as of [PII] and it turned [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] I guess it's Friday for you, so let me just check to see if there's an active policy please for her. Give me one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] document.
[CUSTOMER][NEUTRAL] Yeah, documents and I'm able to um.
[CUSTOMER][NEUTRAL] What insurance like for one.
[AGENT][POSITIVE] OK, thank you so much. I was able to find an active policy for you and let me provide you with that policy number, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is 02544950.
[CUSTOMER][NEGATIVE] That'll be my next thing because I'm not.
[AGENT][NEUTRAL] ML 9
[CUSTOMER][NEUTRAL] Let me repeat it back just to be sure, so 02544950 ML 9.
[AGENT][NEUTRAL] Yes, thank you. And this policy shows effective as of [PII] and it shows active for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give you a call.
[CUSTOMER][POSITIVE] OK perfect thank you so much um all I would need now is just a reference number towards our call please. OK, thank you so much have a great day.
[AGENT][NEUTRAL] OK. We do not provide reference numbers. I apologize, but please use my name, [PII] last initials [PII] and today's date.
[AGENT][POSITIVE] You as well, and uh thank you for calling APL. Have a great weekend bye.
[CUSTOMER][POSITIVE] Thank you bye bye.