AccountId: 011433970860
ContactId: e49b4344-f82f-49a0-9d2c-16d2d79eb81c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380670 ms
Total Talk Time (AGENT): 93702 ms
Total Talk Time (CUSTOMER): 123251 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/e49b4344-f82f-49a0-9d2c-16d2d79eb81c_20250417T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, there is a same last termination MS [PII]. I'm here for the eligibility information of a member.
[AGENT][NEUTRAL] OK, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] It is [PII], and last to my initial Ms [PII].
[AGENT][NEUTRAL] OK. [PII], is that right?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. What's your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] with my [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have, uh, I can help you with eligibility. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh yes. The member medical ID is D as Doctor 4540.
[CUSTOMER][NEUTRAL] 1534.
[AGENT][NEUTRAL] OK. Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] So, the member name is [PII].
[AGENT][NEUTRAL] What was the last name? Can you spell it?
[CUSTOMER][NEUTRAL] Yes, I can spell it. The last name for the member is
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] And the first name is [PII].
[AGENT][NEUTRAL] That was [PII], is that right?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] And what type of eligibility were you needing?
[CUSTOMER][NEUTRAL] It is for medical benefits.
[AGENT][NEUTRAL] OK. Do you have his date of birth?
[CUSTOMER][NEUTRAL] So, for the member, uh date of birth on file, the [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Uh, I show the policy is effective 1 or 11-4-2024. It's currently active, no term date.
[AGENT][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] And you said it, it is active from [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Still active no termination date and
[CUSTOMER][NEUTRAL] Uh, can you please confirm the electronic pay ID through which we can submit electronic claim to your insurance?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] 60801. Is it correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, and the mailing address for the
[AGENT][NEUTRAL] Um, so there's
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, so, can you please repeat one more time, the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] The PNAD and uh
[CUSTOMER][POSITIVE] Got it. The plan is effective and the plan has medical benefits.
[AGENT][NEUTRAL] So it has limited benefits. It's a limited policy, supplemental policy.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Oh God.
[AGENT][NEUTRAL] And not a guarantee of payment based.
[CUSTOMER][NEUTRAL] And the pay is.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yes, the, the bill ID is 60801.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Got it. Can you please spell out your first name and last initial for that?
[AGENT][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] And then first initial to last name is [PII].
[CUSTOMER][NEUTRAL] And is there any call reference number for today?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] Uh, got it. I'm all done. Thank you. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Thank you [PII], you as well.