AccountId: 011433970860
ContactId: f181b55e-4ff0-44db-9eee-b67c87024f3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114589 ms
Total Talk Time (AGENT): 45191 ms
Total Talk Time (CUSTOMER): 62670 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/f181b55e-4ff0-44db-9eee-b67c87024f3d_20250528T16:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] OK. I can verify eligibility for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] I have a policy number as 01936823 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] OK, thank you, give me a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sure. Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And let me verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. The date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you so much for that. And uh is there a group number or group ID used for billing purposes?
[AGENT][NEUTRAL] Welcome.
[AGENT][NEUTRAL] Sure. Group number is 20998.
[AGENT][NEUTRAL] Group name is Complete Farmers, I'm sorry, Framers Supply.
[CUSTOMER][POSITIVE] Thank you so much for that. And one last question, [PII]. May I know whether the member [PII] is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] Uh, he's a subscriber.
[CUSTOMER][POSITIVE] Thank you so much for that. And it's a secondary gap policy, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you. And uh is the reference number for our call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much for that, [PII], and have a great day and stay safe.
[AGENT][POSITIVE] Oh you too thanks for calling APL bye.
[CUSTOMER][POSITIVE] Thank you. Bye.