AccountId: 011433970860
ContactId: ffedfa5e-f359-4a17-8197-e70f509d7584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161539 ms
Total Talk Time (AGENT): 54675 ms
Total Talk Time (CUSTOMER): 69957 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/ffedfa5e-f359-4a17-8197-e70f509d7584_20250219T18:51_UTC.wav
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[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. Could you please?
[AGENT][NEUTRAL] Sure, I can take eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It is [PII], which is spell out like [PII]
[AGENT][POSITIVE] OK thank you and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, of course. My callback number [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do have. The policy ID is 0247.
[CUSTOMER][NEUTRAL] 3098 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] All right, thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] Yes, the date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that, [PII]. So the policy number, uh excuse me, the policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK. So the member's policy is effective from [PII] and now the policy is active.
[AGENT][NEUTRAL] Um, no, uh, the effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much and if you don't mind, could you please provide me your name?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah, that was just uh it's [PII] and was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I need to call reference.
[AGENT][NEUTRAL] Reference number would just be my first name last initial and that's last initial and today's date um so my last initial is A.
[CUSTOMER][NEUTRAL] A as in Alpha and today state. Thank you very much, [PII]. If you don't mind, could you please confirm me the group name and the group number? Is it 23143 and the group name is Nova Southeastern University?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Got it. Thank you very much for your help.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Have a great day. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.