AccountId: 011433970860
ContactId: d32ff01e-684a-44dc-9fca-8732c744579a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279859 ms
Total Talk Time (AGENT): 78969 ms
Total Talk Time (CUSTOMER): 167599 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/d32ff01e-684a-44dc-9fca-8732c744579a_20250103T18:45_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from provider's office to check on member eligibility.
[AGENT][NEUTRAL] I can help with eligibility. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have the policy number as 0, sorry, I'm sorry, I'm gonna repeat that. 01662970 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] And the first name is [PII] and the last name is [PII] with the date of birth of [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, callback number will be [PII] with an extension [PII].
[AGENT][NEUTRAL] Thank you, [PII], the policy went into effect on [PII]. It is current. Is there anything else about [PII]'s uh policy that I can tell you about?
[CUSTOMER][NEUTRAL] Yes, uh, could you please provide me with the plan type, uh, I just gap or a supplemental plan.
[AGENT][NEUTRAL] This is a supplemental plan. It's a gap, um, and they have major medical. So what they would do is it, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] And is there a group number?
[AGENT][NEUTRAL] Yes, the group number for this is.
[AGENT][NEUTRAL] 229.
[CUSTOMER][NEUTRAL] 8772.
[AGENT][NEUTRAL] 25
[CUSTOMER][NEUTRAL] Thank you. And the mambo vendor will be dependent, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And the subscriber's name will be um I'm so sorry, it's uh [PII], right?
[AGENT][POSITIVE] Uh, that is correct.
[CUSTOMER][NEUTRAL] Is it OK now?
[CUSTOMER][POSITIVE] Thank you so much for that, [PII], and your name and two digits will be the reference number, right?
[AGENT][POSITIVE] Yes, that's, that's correct.
[CUSTOMER][NEUTRAL] And the the thing is I do have 2 more members to check for eligibility. Could you please also help me with them?
[AGENT][NEUTRAL] Yes, and the next policy number?
[CUSTOMER][NEUTRAL] 572
[CUSTOMER][NEUTRAL] Uh, for this number, I have the policy number as 18158.
[AGENT][NEUTRAL] Oh, OK. Uh let me see if I can't look it up by their name. Um, and, uh, excuse me just a moment, please. And what, how do you spell the last name, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] And the first name, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Thank you. And [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see. There's several of them here, so let me just see if I can't find that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 711,820,580.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] date of [PII].
[AGENT][NEUTRAL] Still checking?
[CUSTOMER][POSITIVE] Mhm. Sure, sir. No problem. Take your time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I can.
[AGENT][NEUTRAL] OK. I don't have a [PII] that fits that description.
[CUSTOMER][NEUTRAL] OK, uh, no problem. Thank you so much. So, um, [PII], for this number what you're saying is, uh, with the ID, uh, that I provided an invalid one and with the name search no member was found, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh shall I provide the last member's details?
[AGENT][NEUTRAL] Yes, what is that policy number, please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I have the policy number as 634119566.
[AGENT][NEUTRAL] Is this their social security number?
[CUSTOMER][NEUTRAL] No, I have it under policy number.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] My first name will be [PII], [PII]
[CUSTOMER][NEUTRAL] And the last name is spelled [PII].
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] I'm sorry, I don't have that individual either.
[CUSTOMER][POSITIVE] Sure, uh, no problem, [PII]. Thank you so much for your help and uh have a great day and stay safe.
[AGENT][POSITIVE] Thanks for contacting AP. Have a good