AccountId: 011433970860
ContactId: 00e0e464-858d-47e0-bfcc-1314bc6c5f35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324329 ms
Total Talk Time (AGENT): 100354 ms
Total Talk Time (CUSTOMER): 148752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/00e0e464-858d-47e0-bfcc-1314bc6c5f35_20250311T19:14_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I will take, I will take.
[AGENT][POSITIVE] Good afternoon. May I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Hi, my name is [PII], checking on eligibility for the patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is, give me one moment.
[CUSTOMER][NEUTRAL] It is 02463466.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. The first name is [PII], and last name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Actually, how is that your name. What was your name, please?
[AGENT][NEUTRAL] It's [PII] last initial [PII] and I show her effective date was [PII]. However, her policy terminated [PII].
[CUSTOMER][NEUTRAL] So what is the effect, could you please repeat once again? [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And what is the term date?
[AGENT][NEUTRAL] Uh, [PII] at [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right, give me one moment. [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The last initial name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. OK. Can I get the
[CUSTOMER][NEUTRAL] Payer ID for this, to submit a claim.
[AGENT][NEUTRAL] Uh, to submit claim 60801.
[CUSTOMER][NEUTRAL] 60801. All right. Very good. And what is the mailing address?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, OK. Could you, well, hold on. Could you please go a little bit slowly so that I can make a note of it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Could you please spell it?
[AGENT][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Mm. Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 731
[CUSTOMER][NEUTRAL] 8950. And what is the time of filing limit to submit a claim?
[AGENT][NEUTRAL] Uh, there's no time limit.
[CUSTOMER][NEUTRAL] All right. What is the call reference number, [PII]?
[AGENT][NEUTRAL] We don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, [PII], to your name and today's date. Thank you so much. Well, I do have one more question. Could you please help me with that, [PII]?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] All right. Take your time.
[AGENT][NEUTRAL] OK, what's next policy number?
[CUSTOMER][NEUTRAL] The next policy number is 02331550.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And that patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Do, do you want me to spell it?
[AGENT][NEUTRAL] You don't have to. What's
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Yes, the first name is [PII]. Yeah, date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is showing active.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And still like you, there is no termination date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And, and the payer ID and the mailing address is the same.
[AGENT][NEUTRAL] It's the same, correct.
[CUSTOMER][NEUTRAL] Mhm. And the call reference number is also the same.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Thank you for calling APLX. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye for now.
[AGENT][NEUTRAL] Bye.