AccountId: 011433970860
ContactId: f96898bd-4363-48f4-ba05-6c89c12c4448
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295239 ms
Total Talk Time (AGENT): 147662 ms
Total Talk Time (CUSTOMER): 92128 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f96898bd-4363-48f4-ba05-6c89c12c4448_20250417T14:11_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] Hi, good morning. My name is [PII]. I'm calling from provider's office to check eligibility. Could you please help me with that?
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, and I missed your name. What is your name?
[CUSTOMER][NEUTRAL] [PII] My initial is [PII].
[AGENT][POSITIVE] Thank you, [PII] and a callback number please, ma'am.
[CUSTOMER][NEUTRAL] [PII]. Is this your direct line?
[AGENT][POSITIVE] Thank you [PII] and the policy number for the patient please ma'am.
[CUSTOMER][NEUTRAL] 01062704
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] The last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, and it would be my pleasure to assist you with that eligibility for us here. I'm showing the policy is active.
[AGENT][NEUTRAL] Effective date is by [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Total 15 or 16?
[AGENT][NEUTRAL] 2015.
[CUSTOMER][NEUTRAL] 16 or 1615?
[AGENT][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] 158. OK, when are the plan type?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] It's a secondary gap policy to the major medical insurance.
[CUSTOMER][NEUTRAL] OK. One of the plan.
[CUSTOMER][NEUTRAL] OK. Secondary gap policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. May I know the group number?
[AGENT][NEUTRAL] Yes, ma'am. The group number is.
[AGENT][NEUTRAL] 16163
[CUSTOMER][NEUTRAL] OK, I know the payer ID?
[AGENT][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] What are the client's mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. Could you please spell your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK. I have another one more one that you can help me with that?
[AGENT][POSITIVE] Sure, it would be my pleasure. Bear with me just one moment. Let me get to that screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I'm ready for that policy number.
[CUSTOMER][NEUTRAL] Uh, it is.
[CUSTOMER][NEUTRAL] 1873461.
[CUSTOMER][NEUTRAL] M as in Mike. L as in [PII], 7.
[AGENT][NEUTRAL] Thank you. And that patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII] The last name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can help you with that eligibility. Now, on the policy number you gave me, that policy is no longer active, it termed on [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] He did have another policy with us that was active from [PII], but it also turned on [PII].
[AGENT][NEUTRAL] But he does not have.
[CUSTOMER][NEUTRAL] OK, may I know the member ID for this?
[AGENT][NEUTRAL] Yeah, from [PII], from [PII] [PII]. Policy number is 246.
[CUSTOMER][NEUTRAL] For this policy?
[AGENT][NEUTRAL] 0348.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 246-034-8, right?
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK. Um, may I know the plan type is like the gap policy only, right?
[AGENT][POSITIVE] It is, that is correct.
[CUSTOMER][NEUTRAL] And the group number?
[AGENT][NEUTRAL] The group number is.
[AGENT][NEUTRAL] 23949
[CUSTOMER][NEUTRAL] And payer ID mailing address is same, right?
[AGENT][NEUTRAL] It is the same.
[CUSTOMER][NEUTRAL] OK, what is the call reference number?
[AGENT][NEUTRAL] It would be my name in today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK. Thank you for your help. Have a great day. Bye.
[AGENT][POSITIVE] [PII], it's been my pleasure to assist you with that eligibility. Anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right. Thank you for calling APL and I hope you have a wonderful day.