AccountId: 011433970860
ContactId: dce1873e-e8b8-43fe-9a2f-dcc6308ef448
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355170 ms
Total Talk Time (AGENT): 92200 ms
Total Talk Time (CUSTOMER): 112289 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/dce1873e-e8b8-43fe-9a2f-dcc6308ef448_20250327T16:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Did you hear my voice?
[AGENT][NEUTRAL] Can I help
[AGENT][NEUTRAL] Yeah, I can hear you. Can I help you?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm from provider office and I would like to have eligibility information for a patient.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today, [PII], if I can get a good call back number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, my, yeah my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[AGENT][NEUTRAL] May I have the policy number, please?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, yeah. Hello?
[AGENT][NEUTRAL] May I have the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] 01659538 M as in Mike L as in Lima 7 has a number.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. And the date of birth of the patient is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can I have the policy number again, please? Because that's not matching what I have.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 01.
[CUSTOMER][NEUTRAL] 65
[CUSTOMER][NEUTRAL] 95
[CUSTOMER][NEUTRAL] 38
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 7 last number ends with 7.
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Sorry, could you repeat me?
[AGENT][NEUTRAL] Are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, it's inpatient
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, yeah, the date of service is [PII].
[AGENT][NEUTRAL] I'm not sure we have that on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you tell me the effective date for me?
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[CUSTOMER][NEUTRAL] Is there any group number or name for this patient?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Group number is 15493.
[CUSTOMER][NEUTRAL] 154.
[AGENT][NEUTRAL] 93
[CUSTOMER][NEUTRAL] 93
[CUSTOMER][NEUTRAL] Yeah, 15493, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, is there any group name?
[AGENT][NEUTRAL] City of [PII].
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] City of [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] CD
[AGENT][NEUTRAL] City of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is there any claim mailing address for this person?
[AGENT][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] OK, could you verify me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's in [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Could you know uh.
[CUSTOMER][NEUTRAL] Could you tell me your name please?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Last initial is [PII].
[CUSTOMER][NEUTRAL] [PII], could you
[CUSTOMER][NEUTRAL] Could you spell it for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And last is your flight, right?
[AGENT][NEUTRAL] S as in Sam.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Yeah, yeah, no thanks. Have a nice day. Thank you for assisting me. Have a nice day, [PII].
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Same to you thank you so much.
[AGENT][NEUTRAL] Alright.