AccountId: 011433970860
ContactId: ecc9f8a0-b9c2-441a-9a09-75d2df16f916
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175039 ms
Total Talk Time (AGENT): 81579 ms
Total Talk Time (CUSTOMER): 86405 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/ecc9f8a0-b9c2-441a-9a09-75d2df16f916_20250417T17:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on patient medical eligibility. Could you please help on that?
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. First, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes. [PII] with an extension [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 2,203,960.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, the patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] The policy is still active. And what other information do you need?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. [PII] is the effective date and currently active, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, thank you. Is there any group number?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, yes, the group number is 15297.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know your good name, please?
[AGENT][NEUTRAL] Yes, the group name is Mad Comp. That's M [PII].
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] it.
[AGENT][NEUTRAL] DBA.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] D like David, B like boy, A like apple.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Um, CSPI that's C like cat, S like Sam, P like Paul, I like India.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Technology.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you for that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just give me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, thank you. May I know your name, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. It's spelled [PII] and my name and today's date is your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yes, and
[CUSTOMER][NEUTRAL] E as in Echo, V as in Victor, I as in igloo, E as in echo, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. Your name and today's date is the call reference number, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for the information. Have a wonderful day. Bye-bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL bye.