AccountId: 011433970860
ContactId: d8bde77b-d2b3-47f9-ab68-d45644702313
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267899 ms
Total Talk Time (AGENT): 105558 ms
Total Talk Time (CUSTOMER): 105026 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/d8bde77b-d2b3-47f9-ab68-d45644702313_20250129T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can 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] OK, yeah, I could check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, callback number will be [PII] with an extension [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have the policy number as 22571144.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] My full name is [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and it is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh is there a group number for the member plan?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] That group number is 17816.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh if you don't mind, could you please spell out your name for me?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] Thank you. And your name on today's date is the reference number, right?
[AGENT][NEUTRAL] Uh, it's my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, the thing is I do have one more to check for eligibility. Could you please also help me with that number?
[AGENT][POSITIVE] Yes, one moment please I'll let you know when I'm ready for that.
[CUSTOMER][POSITIVE] Sure, sure, no problem, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Actually I do have 2 more sorry for that.
[AGENT][NEUTRAL] OK, and we're just checking eligibility?
[CUSTOMER][NEUTRAL] That's right, that eligibility and the group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, uh, you can go ahead and give me that next policy number.
[CUSTOMER][NEUTRAL] Uh just just give me a moment.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Sorry for that, and one moment.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK, and for the next member, I have their ID number as 01914405 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Member full name is uh [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. uh, so this policy is also active, uh, effective date was [PII], and then you said you needed the uh group number?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, so the group number is 16577.
[CUSTOMER][POSITIVE] Thank you so much for that.
[CUSTOMER][NEUTRAL] And one moment, let me get the last member's details.
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, I'm ready for that last one when you are.
[CUSTOMER][NEUTRAL] Member ID will be 025.
[CUSTOMER][NEUTRAL] 79285
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] 01 moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have the member full name as [PII] with the date of birth of [PII].
[AGENT][POSITIVE] Perfect, thank you for that. Uh, this policy is also active. The active date was [PII].
[AGENT][POSITIVE] And then, oh goodness, one moment.
[AGENT][NEUTRAL] The group number is 26854.
[CUSTOMER][POSITIVE] Thank you so much for that and uh that's all for today, [PII]. Have a great, no, that's all for today. Have a great day.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] Thank you, bye bye.