AccountId: 011433970860
ContactId: dcac11da-3ec0-44cf-b232-d58acd5bd43c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 845710 ms
Total Talk Time (AGENT): 65628 ms
Total Talk Time (CUSTOMER): 60780 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-3.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/dcac11da-3ec0-44cf-b232-d58acd5bd43c_20250605T19:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office, checking on eligibility for a member.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]. And along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][NEUTRAL] OK, sure. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] So the patient policy number is 0167890.
[CUSTOMER][NEUTRAL] 1, M as Mike L as Lima, number 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. And you said you need eligibility. We have an effective date of [PII].
[AGENT][NEUTRAL] It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] Help me with the claim mailing address.
[AGENT][NEUTRAL] The address is in [PII] is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Sure. Thank you so much for your assistance. Help me with the call reference number.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] Please spell out your name for my records.
[AGENT][NEUTRAL] Sure. That's [PII], last initial [PII]. And Mr. [PII], may I have the name of the facility you're calling from for my records?
[CUSTOMER][NEUTRAL] Vital MD Group Holding LLC.
[AGENT][POSITIVE] OK, thank you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, thank you so much for your assistance.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day. Good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.