AccountId: 011433970860
ContactId: f7c6bb74-8486-4c11-a2ef-cc0e173e6512
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276260 ms
Total Talk Time (AGENT): 107335 ms
Total Talk Time (CUSTOMER): 86690 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/f7c6bb74-8486-4c11-a2ef-cc0e173e6512_20250415T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check patient's medical eligibility. Is this possible to have?
[AGENT][NEUTRAL] Sure, I could check eligibility for you. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number I have here it is 02153433.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Member's name is [PII], which is spell out like [PII]
[AGENT][NEUTRAL] OK, did you have that date of birth?
[CUSTOMER][NEUTRAL] Oh yes, I do have the date of birth also. Just give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. So the date of birth of [PII].
[AGENT][NEUTRAL] OK, yes, thank you for verifying that [PII]. Alrighty, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, so this policy is effective from [PII] and now the policy is active.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Is there any group name or the group number?
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that group number is 24679.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then that group name is S as in Sierra, B as in Bravo, L as in Lima.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Freightliner LLC.
[CUSTOMER][NEUTRAL] Is it S as in Sierra, B as in Bravo then?
[AGENT][NEUTRAL] S as in Sierra, B as in Bravo, L as in Lima.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And then space uh freight liner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please spell out that?
[AGENT][NEUTRAL] Sure. So it's F as in Foxtrot, R as in Romeo.
[AGENT][NEUTRAL] E as in echo,
[AGENT][NEUTRAL] I as in India.
[AGENT][NEUTRAL] G as in Golf.
[AGENT][NEUTRAL] H as in hotel.
[AGENT][NEUTRAL] T as in Tango,
[AGENT][NEUTRAL] L as in Lima.
[AGENT][NEUTRAL] I as in India.
[AGENT][NEUTRAL] N as in November.
[AGENT][NEUTRAL] E as in echo, R as in Romeo.
[CUSTOMER][NEUTRAL] OK, it is [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Could you please spell your name?
[AGENT][NEUTRAL] Sure, my name is uh it's [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII], it is [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, is there any collisions?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date.
[AGENT][NEUTRAL] Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Is the group number is 14, 24679.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 2479 yes.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That's it. Thank you very much for your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Have a great day. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm mhm.