AccountId: 011433970860
ContactId: debcd0a9-5b8b-4e2a-8fb2-8b9380623e65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396070 ms
Total Talk Time (AGENT): 87549 ms
Total Talk Time (CUSTOMER): 121404 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/debcd0a9-5b8b-4e2a-8fb2-8b9380623e65_20250411T16:08_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], this is [PII]. I'm calling from the provider's office checking on the patient eligibility. How do you please help.
[AGENT][NEUTRAL] Yes, I can help with eligibility. And what was your name again?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] [PII], and then do you have a good call back number?
[CUSTOMER][NEUTRAL] Sure, call back will be [PII] with an [PII] of [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, which is D as in Delta, 476-44660.
[AGENT][NEUTRAL] You have the last name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] First name will be [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][POSITIVE] Yes, that is right.
[AGENT][NEUTRAL] OK. Um do you know, is it [PII] or just [PII]? I've got a [PII] or is it, do you just have [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, here it is, uh, [PII] only.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You have a group number?
[CUSTOMER][NEUTRAL] Oh, that is 9476.
[AGENT][NEUTRAL] I'm not pulling up anything with the information that you've provided, not finding patients.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. Uh, the insurance card report as, uh, uh, mail name will be benefits in a card.
[CUSTOMER][NEUTRAL] Is it right to connect you?
[AGENT][NEUTRAL] Uh, um, this is APL, but we do handle some things for benefits in a card, yes, but I'm not pulling up any of the policies that for him. I don't have anything on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Mhm. Uh, is it possible to search with the patient details without the member ID?
[AGENT][NEUTRAL] Patient what?
[CUSTOMER][NEUTRAL] Uh, can you please search with the manual, patient name, date of birth, or?
[AGENT][NEUTRAL] Yeah, I, I searched manually. I, I couldn't pull up the policy number that you gave me. Do you have a social security number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, I do. Uh, that will be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like we have [PII].
[AGENT][NEUTRAL] Let me pull up the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] And do you have the date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, date of birth will be [PII].
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] Uh, that will be [PII].
[AGENT][NEUTRAL] Um, I don't show a claim on file. All of his policies terminated [PII].
[CUSTOMER][NEUTRAL] Uh, is it possible to find the effective date of this plan?
[AGENT][NEUTRAL] Uh, effective date is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it is terminated on [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you. Is there any other health insurance on this file?
[AGENT][NEUTRAL] I don't show any other insurance.
[CUSTOMER][NEUTRAL] Mhm. Could you please spell your name for me?
[AGENT][NEUTRAL] Um, it's [PII], it's [PII]
[CUSTOMER][NEUTRAL] It's EST, right?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] And the call reference for the call, please?
[AGENT][NEUTRAL] Uh, my name and today's date.
[CUSTOMER][POSITIVE] Uh, thank you, [PII], for this information. Have a wonderful day.
[AGENT][POSITIVE] OK, thank you for calling APLU as well.
[CUSTOMER][NEUTRAL] Mhm bye bye.