AccountId: 011433970860
ContactId: fc9eed55-121d-42e2-943a-0da01f703a6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113239 ms
Total Talk Time (AGENT): 36928 ms
Total Talk Time (CUSTOMER): 62890 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/fc9eed55-121d-42e2-943a-0da01f703a6a_20250430T14:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] It's [PII] an extension [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02102761 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Member name will be [PII]. The date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, that's right. I just need to know the member plan is active or not along with the effective date and the group ID number.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The policy is active?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] The group number is
[AGENT][NEUTRAL] 206-81.
[CUSTOMER][NEUTRAL] Thank you. And that's a gap policy, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And one last question. May I know whether the member ID is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] Subscriber.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you so much, Fa [PII], and that's all for today. Is there a reference number for our call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you, sir. No, that's all for today. Thank you for your help and have a great day and stay safe.
[AGENT][POSITIVE] Thank you, [PII] for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Bye bye.