AccountId: 011433970860
ContactId: d270dfae-4e0e-4c65-84f0-4995f6131dd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150990 ms
Total Talk Time (AGENT): 52198 ms
Total Talk Time (CUSTOMER): 61657 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d270dfae-4e0e-4c65-84f0-4995f6131dd3_20250317T19:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from a general surgery office. I was calling to check a patient's eligibility.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] I can assist you with eligibility, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it's not showing a poli well, let me see.
[CUSTOMER][NEUTRAL] This isn't a policy number.
[CUSTOMER][NEUTRAL] It's the outpatient benefit cert number, but I have the group number. I don't know if that helps.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The, the certificate number is gonna be it.
[CUSTOMER][NEUTRAL] OK, so 01.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 73.
[CUSTOMER][NEUTRAL] 17
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] And let me have that one more time.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 731 7.
[CUSTOMER][NEUTRAL] Man love 8.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. All right, and you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK, and there's no term date?
[AGENT][NEUTRAL] None that I can see at the moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No that will be all.
[AGENT][POSITIVE] OK, well, thank you for calling APO. You have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Uh, have a good day bye.
[AGENT][NEUTRAL] You too.