AccountId: 011433970860
ContactId: f877aa9d-8d2e-4862-b7ad-7aec46aab231
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199539 ms
Total Talk Time (AGENT): 58652 ms
Total Talk Time (CUSTOMER): 62389 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/f877aa9d-8d2e-4862-b7ad-7aec46aab231_20250513T14:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from provider's office.
[AGENT][POSITIVE] Hi, [PII]. How can I help today?
[CUSTOMER][NEUTRAL] Yeah, I'm here to check my eligibility status for my member.
[AGENT][NEUTRAL] Checking on a claim status, is that what you said?
[CUSTOMER][NEUTRAL] Um, yeah, it's for eligibility status.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Um, it's 019.
[CUSTOMER][NEUTRAL] 0561 9.
[AGENT][NEUTRAL] Do you have a good call back number for documentation please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and it's a direct line?
[AGENT][NEUTRAL] Thank you. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth, it's um [PII].
[AGENT][NEUTRAL] Do you have a date of service you need me to check?
[CUSTOMER][NEUTRAL] Yeah, it's on [PII].
[AGENT][NEUTRAL] And the build out?
[CUSTOMER][NEUTRAL] The amount it's um $674 even.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just to reconfirm date of service [PII], yes?
[CUSTOMER][NEUTRAL] To
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] Not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] No, I'm just looking to check whether the member's policy is active or inactive for me.
[AGENT][NEUTRAL] Policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] So it's still active.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And uh so are you the primary or secondary for the member?
[AGENT][NEUTRAL] Were the members secondary insurance.
[CUSTOMER][NEUTRAL] OK. And do you have the primary's information?
[AGENT][NEUTRAL] No, we do not. You would have to contact the insured for that.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] So this is for me. Can I get your name and reference number for our call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial in today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, got it. So thank you for helping with this.
[AGENT][POSITIVE] You're welcome. Have a great day, [PII].
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.