AccountId: 011433970860
ContactId: f3f060fd-28d5-4e32-ac1a-3e0ca8e0767e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180259 ms
Total Talk Time (AGENT): 90703 ms
Total Talk Time (CUSTOMER): 84674 ms
Interruptions: 4
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/f3f060fd-28d5-4e32-ac1a-3e0ca8e0767e_20250123T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. Good morning, [PII]. My name is [PII]. I'm calling from Pros office to check members' medical eligibility.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with eligibility. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Yes. It's [PII] and my initial is [PII].
[AGENT][POSITIVE] Alright, thank you [PII]. What is a good call back number?
[CUSTOMER][NEUTRAL] Sorry, you need your ID number, right?
[AGENT][NEUTRAL] A callback number, please.
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 025830.
[CUSTOMER][NEUTRAL] 32
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and it would be my pleasure to assist you with that eligibility, [PII]. And what I'm showing that [PII]'s policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is a secondary policy to her major medical insurance. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. For this number, you still have any group number and group name?
[AGENT][NEUTRAL] They do, and that group number is.
[AGENT][NEUTRAL] 18026.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the group name is Crestwood.
[AGENT][NEUTRAL] Service Incorporated Incorporated.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] OK. If you don't mind, could you please spell the group name for me?
[AGENT][NEUTRAL] The name is Crestwood, C as in Charlie, R as in Romeo, E as in Echo, S as in Sierra, T as in Tango, W as in Whiskey, O as in Oscar, O as in Oscar, D as in Delta.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It's Crushwood Services INC, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and could you please spell out your name for documentation purpose.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] Yup. Thank you, [PII].
[CUSTOMER][NEUTRAL] Yes, I just need to call reference number, finally.
[AGENT][NEUTRAL] The call reference number is my name and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yup. Thank you, [PII]. Thanks for your help. And you have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility. Thank you for calling APL Ria. Have a wonderful day.
[CUSTOMER][NEUTRAL] I don't know uh.
[CUSTOMER][NEUTRAL] Yeah. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yeah