AccountId: 011433970860
ContactId: fd9c0879-c0f0-4327-b738-c7c3589d0e7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260940 ms
Total Talk Time (AGENT): 84907 ms
Total Talk Time (CUSTOMER): 65885 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/fd9c0879-c0f0-4327-b738-c7c3589d0e7d_20250204T15:53_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to check the patient's eligibility.
[AGENT][POSITIVE] Sure, I can assist you with that. May I have your name?
[CUSTOMER][NEUTRAL] This is [PII]. Can you repeat your name for me? I'm sorry.
[AGENT][NEUTRAL] Sure. My name is [PII], that's initial [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we are disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I don't think I have the correct ID number. I only have 5 numbers, so it's 60801.
[AGENT][NEUTRAL] Yeah, that's, that's our payer ID, um, bear with me. Let me just go ahead and pull another system where I can do a name search, OK? One moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] know
[AGENT][NEUTRAL] OK, what's the spelling of the last name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And what's the spelling of the first name?
[CUSTOMER][NEUTRAL] It's [PII], so it's [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Can I have her date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right, and you need eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. We have, uh, let me give you the policy number first. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, the policy number is 02419500.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And it is active at the moment?
[AGENT][NEUTRAL] This is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] All right. And is there a group number that I'll need for billing purposes?
[AGENT][NEUTRAL] And the group number is 225676.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And it's the claims address [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] And [PII] is the policyholder, right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] All right then. Well, that's all I needed then I thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.