AccountId: 011433970860
ContactId: f816723d-ebf4-47ba-8208-75032b91ef54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168869 ms
Total Talk Time (AGENT): 61160 ms
Total Talk Time (CUSTOMER): 65878 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/f816723d-ebf4-47ba-8208-75032b91ef54_20250523T18:44_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 patients' medical eligibility. Is this possible to have?
[AGENT][POSITIVE] Yes, I can check eligibility for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII], which is spelled out like [PII]
[AGENT][NEUTRAL] OK, um, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, of course. My callback number is [PII].
[AGENT][NEUTRAL] Thank you. uh, and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do have the policy number with me. And the policy number I have here it is.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 02583032.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] OK um and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Member's name is [PII]. Last name is [PII] sorry, [PII] And the date of birth of this member is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[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] Hello
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So this member's policy is effective from one month of [PII] and another member's policy is active.
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, it is effective from one [PII]. Now the member's policy is active.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is there any group name or any group number for this member's policy?
[AGENT][NEUTRAL] Yes, uh, that group number is 18026.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Group name is Crestwood Service Inc.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] [PII]. Thank you, [PII]. Could you please provide me the color reference?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, um, so my last initial is A.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] Of course thank you have a great weekend bye bye.
[CUSTOMER][NEUTRAL] Mhm.