AccountId: 011433970860
ContactId: f672fb54-996c-44f2-8f58-bc07d72ea8cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302660 ms
Total Talk Time (AGENT): 90244 ms
Total Talk Time (CUSTOMER): 117744 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/f672fb54-996c-44f2-8f58-bc07d72ea8cf_20250313T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh hello?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hello, this is [PII].
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, this is [PII] calling from provider office to check on the eligibility and benefits.
[CUSTOMER][NEUTRAL] Hey that's it.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. Can I please
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK. I'm looking for the office visit benefit for both primary and care and physician specialist, and phone number is [PII].
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] OK and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I, sorry?
[CUSTOMER][NEUTRAL] You mean provider name, right?
[AGENT][NEUTRAL] The name of the facility you're calling from?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Wait a moment.
[CUSTOMER][NEUTRAL] OK. It is Rio Grande De Hospital.
[AGENT][NEUTRAL] Rio Grand Hospital. OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, wait a second.
[CUSTOMER][NEUTRAL] OK. Patient name is?
[CUSTOMER][NEUTRAL] I will tell you in, wait, wait, wait. OK, patient name is [PII].
[CUSTOMER][NEUTRAL] Yeah, I will tell you. [PII]
[AGENT][NEUTRAL] OK. And what is the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, and what is the patient's policy number?
[CUSTOMER][NEUTRAL] 984202
[CUSTOMER][NEUTRAL] 984202
[AGENT][NEUTRAL] OK,
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] I think the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what is the patient's first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Data OK got it right here, so looking at policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This policy is no longer active, the policy terminated.
[CUSTOMER][NEUTRAL] I'm sorry, your voice.
[CUSTOMER][NEGATIVE] Your voice is breaking. Your voice is breaking.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy is no longer active.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] OK, I will ask you. You tell me the answers.
[AGENT][NEUTRAL] OK, good. Um, this policy.
[CUSTOMER][NEUTRAL] Can you tell me the, can you tell me the effective date, please?
[AGENT][NEUTRAL] OK, no.
[AGENT][NEUTRAL] The effective date is [PII] and the termination date is [PII].
[CUSTOMER][NEUTRAL] Wait a second.
[CUSTOMER][NEUTRAL] January
[CUSTOMER][NEUTRAL] Cut this. January.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Provid participating or non-participating?
[AGENT][NEUTRAL] And there are no active policies.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Not participating, there are no active policies on file for this patient.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] What about uh PCP?
[AGENT][NEGATIVE] There's no nothing is active, no policy.
[CUSTOMER][NEUTRAL] OK, nothing is active right? so.
[CUSTOMER][NEUTRAL] Can you tell me your reference number?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, you can use my name [PII].
[AGENT][NEUTRAL] A state. you spell my name [PII]
[CUSTOMER][NEUTRAL] [PII] and
[CUSTOMER][POSITIVE] Yeah, thank you, thank you so much for your information. Have a nice day. Bye-bye.