AccountId: 011433970860
ContactId: 023d4ec3-968d-4d18-8d31-d9d01a8ec34f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236720 ms
Total Talk Time (AGENT): 86079 ms
Total Talk Time (CUSTOMER): 96135 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/023d4ec3-968d-4d18-8d31-d9d01a8ec34f_20250307T20:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon. My name is [PII] and I'm calling on behalf of Florida Cancer Specialist. I'm calling because I wanted to verify eligibility for a member, and I also wanted to get the claims mailing address and the payer ID.
[AGENT][NEUTRAL] OK, I can help Miss [PII] with the uh eligibility and the address and payer ID. Can you please give me your callback number just in case our call is dropped.
[CUSTOMER][NEUTRAL] Uh yes, that's gonna be [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Policy number is gonna be 01828677M as in Mary, L as in Larry 7, and the patient's date of birth, one second here. Oh, actually, I gave you the wrong policy number. I gave you the inpatient one.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, this one's actually gonna be 01828677 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the date of birth is gonna be
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me go ahead and pull up the.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And tell when you're ready for the um.
[AGENT][NEUTRAL] Pay your ID and the address?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, the payer ID is 60801.
[AGENT][NEUTRAL] And the claims mailing address is [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Can you repeat that zip code for me again?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK, I have uh payer ID 60801 and then the [PII] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK perfect and do you happen to know what the timely filing is for uh this payer?
[AGENT][NEUTRAL] Yes ma'am, we do not have one.
[CUSTOMER][POSITIVE] OK, perfect. All right, and what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], and can I get a call reference for today's call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much you have a great day.
[AGENT][POSITIVE] You too, Ms. [PII], have a good weekend. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling ATL. Bye bye.
[CUSTOMER][POSITIVE] Alrighty bye bye.