AccountId: 011433970860
ContactId: e7251bb5-e998-4f30-a361-0c558f2bc212
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287519 ms
Total Talk Time (AGENT): 75099 ms
Total Talk Time (CUSTOMER): 87419 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/e7251bb5-e998-4f30-a361-0c558f2bc212_20250107T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check the patient's medical eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Yes, can help you with eligibility. Can you please give me back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] and it is a direct line and could you please spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEGATIVE] Your voice is not clear.
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] Your voice is not clear. Could you please spell your name one more time?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It is [PII], right?
[AGENT][NEUTRAL] Yes. And what is the patient's name?
[CUSTOMER][NEGATIVE] Lastation.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, C
[CUSTOMER][NEUTRAL] The member's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what's the patient's policy number?
[CUSTOMER][NEUTRAL] Sorry, my ID number is 01633180.
[AGENT][NEUTRAL] OK, let me look up that policy.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is.
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is [PII], right?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know the plan.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] It's a hospital indemnity.
[CUSTOMER][NEUTRAL] In nominative plan, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Another group member.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 983 7.
[CUSTOMER][NEUTRAL] OK, it is just 98375.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have the pay ID.
[AGENT][NEUTRAL] 6080.
[CUSTOMER][NEUTRAL] 608.
[AGENT][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] S
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801 right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know the current spelling this.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] Yes, it's APL claims.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Today it is [PII].
[CUSTOMER][NEUTRAL] May I have the call reference number?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you, thanks for your help. Have a nice day bye bye.
[AGENT][POSITIVE] You have a great day too. Thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.