AccountId: 011433970860
ContactId: dffe672f-5c41-4653-ac1b-cced39f63e9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575960 ms
Total Talk Time (AGENT): 155021 ms
Total Talk Time (CUSTOMER): 301756 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/dffe672f-5c41-4653-ac1b-cced39f63e9a_20250121T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This 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 verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, I have the policy number as 60801.
[AGENT][NEUTRAL] I do apologize, that is our payer ID number.
[CUSTOMER][NEUTRAL] Oh I'm so sorry for that morning, but I only have this ID number. If you don't mind, could you please search with member's first name and last name?
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Can you spell the first and last name?
[CUSTOMER][NEUTRAL] Sure, my first name is spelled [PII].
[CUSTOMER][NEUTRAL] And uh the last name, it spells [PII].
[AGENT][NEUTRAL] And may I have a date of birth?
[CUSTOMER][NEUTRAL] Date of birth will be [PII].
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Callback number will be [PII] with an extension [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And this name is not coming up in our system. Do you by chance have the group number or social security number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01 moment. I need to check that. Just give me a moment.
[CUSTOMER][NEGATIVE] Unfortunately I don't have either the members uh group number or their uh social security number.
[AGENT][NEUTRAL] OK, cause I'm not bringing her up by a name search.
[CUSTOMER][NEUTRAL] OK, sure. Uh, so what you're saying is, uh, uh, with name and date of birth, search no member was found, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much for that and uh is the reference number for our call?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much for that and the thing is I do have 4 more to check for eligibility. Could you please also help me with them?
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Sure. For the next member, I have their policy number as 01.
[CUSTOMER][NEUTRAL] One moment. I'm gonna repeat it. 01978707. M as in Mike, L as in Lima, number 7.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Member first name is [PII] and the last name is [PII], with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Let me get this pulled up.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] It looks like this plan termed on [PII], there is no active policy on file.
[CUSTOMER][POSITIVE] Thank you so much for that. And if you don't mind, could you please uh provide me with the effective date as well?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and uh
[CUSTOMER][NEUTRAL] Termed on [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much for that and uh just give me a moment let me get the next member's details.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] Member ID will be 02473024 M as in Mike, L as in Lima number 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII], and the last name is spelled [PII] with the date of birth of [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective for [PII] and it is active.
[CUSTOMER][POSITIVE] Thank you so much for that and it's a policy, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It's a gap policy, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] And could you please provide me with the member's group number?
[AGENT][NEUTRAL] Yes, it would be.
[AGENT][NEUTRAL] 231 43.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you and uh may I know the uh mailing address?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 73124-8950.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh one last question regarding this number. May I know whether [PII] is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] Dependent
[CUSTOMER][NEUTRAL] And subscribe and subscriber's name will be [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh just give me a moment, let me get the next member's details.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, shall I provide the next member's details if you're ready?
[AGENT][POSITIVE] Sure. I'm ready.
[CUSTOMER][NEUTRAL] I have the ID number for this number as 923912.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] And the first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] With the date of birth of [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see, looks like this plan was effective [PII]. It turned [PII]. There is no active policy on file.
[CUSTOMER][NEUTRAL] Uh, if you don't mind, uh, could you please repeat the termination date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for that and the member plan is no longer active, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much and uh just give me a moment let me get the last member's details.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, just let me know when you're ready for the member ID.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Member ID will be 02451543 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] And the first name is [PII] and the last name is [PII] with the date of birth of [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][POSITIVE] Thank you so much and uh this is also a gap policy, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And could you please provide me with the member's group number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 17776.
[CUSTOMER][POSITIVE] And thank you so much and the member [PII] is the primary subscriber of the plan, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you so much for the confirmation, [PII], and uh that's all for today. Have a great day and stay safe.
[AGENT][POSITIVE] No, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Mhm thank you bye.