AccountId: 011433970860
ContactId: 0171ace7-dd27-4461-9445-0937cd6953a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209860 ms
Total Talk Time (AGENT): 99635 ms
Total Talk Time (CUSTOMER): 88658 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/0171ace7-dd27-4461-9445-0937cd6953a0_20250122T17:20_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 there, good morning [PII]. My name is [PII]. I'm calling with University of California Davis Medical Center. Um, the reason for my call is I'm just needing to verify eligibility on a patient. Um, however, I, the patient did not have their information but just gave me the number to go ahead and see if you guys can help us assist with getting, um, the information. I'm so sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Not a problem, [PII]. We'll put on our detective hats and see what we can come up with for you.
[CUSTOMER][POSITIVE] That's right. Thank you so much.
[AGENT][NEUTRAL] Or for the patient.
[AGENT][POSITIVE] [PII], what is that callback number? My pleasure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] A good call back number? Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Thank you. Let's see if we can help this patient. What is the last name of the patient?
[CUSTOMER][NEUTRAL] Um, it'll be [PII], so [PII].
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Well, this may not be as difficult as I think. What is [PII]'s date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, I'm showing [PII].
[AGENT][NEUTRAL] All right. Well, I can help you with eligibility for Mr. [PII].
[AGENT][NEUTRAL] And give you his policy information.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] He does have active coverage with APL since [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] His active policy number is 247.
[AGENT][NEUTRAL] 1754.
[CUSTOMER][NEUTRAL] And [PII], could you help me with the medical claims address?
[AGENT][NEUTRAL] Claims would go to [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] Oklahoma City, [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] There's also a fax option and a payer ID option.
[AGENT][NEUTRAL] If you would like that information as well.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You know, [PII], I don't think I would need that for this information here. uh, let's see here, actually, yes, what is the fax, please?
[AGENT][NEUTRAL] Fax number to our claims department is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] 23 OK perfect. Alright, [PII], thank you so much and then do you have a reference number for this call by chance?
[AGENT][NEUTRAL] It's going to be my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to solve that mystery with you this morning. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you so much for your assistance.
[CUSTOMER][POSITIVE] That would do it. Thank you so much again and enjoy the rest of your day over there, OK, thank you so much, [PII].
[AGENT][POSITIVE] I hope you do too, [PII]. Thank you for calling APL. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye.