AccountId: 011433970860
ContactId: e884ea2e-4024-4e88-919d-446f564c581f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167750 ms
Total Talk Time (AGENT): 56754 ms
Total Talk Time (CUSTOMER): 57572 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/e884ea2e-4024-4e88-919d-446f564c581f_20250115T20:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I just want to check the eligibility of the patient. Can you help me out, please?
[AGENT][NEUTRAL] I'm sorry, I couldn't understand you. Can you repeat that, please?
[CUSTOMER][NEUTRAL] I just want to check the identity of the patient.
[AGENT][POSITIVE] Oh, yes, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02258745M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] And a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member first name is?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ma'am, the first name is [PII].
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It was effective from
[AGENT][NEUTRAL] Um, well, it's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII]. The patient is active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] And uh provide me the correct mailing address.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Payer ID number?
[AGENT][NEUTRAL] Did you need the rest of the address?
[CUSTOMER][NEUTRAL] I have the address and uh.
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. Patient group number?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] The group number is 223.
[CUSTOMER][NEUTRAL] 223
[AGENT][NEUTRAL] 92.
[CUSTOMER][POSITIVE] 92. OK. Thank you so much. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.