AccountId: 011433970860
ContactId: 048db607-e8b2-49cd-8ea1-d7b8c245bff8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193520 ms
Total Talk Time (AGENT): 79931 ms
Total Talk Time (CUSTOMER): 88507 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/048db607-e8b2-49cd-8ea1-d7b8c245bff8_20250212T20:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], this is [PII]. I'm calling from the facility Valley Baptist Medical Center. Um, I just wanted to check the eligibility of a member.
[AGENT][NEUTRAL] Yeah, I can take eligibility for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 01868742.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active, effective date was [PII].
[CUSTOMER][NEUTRAL] Alright, [PII], uh, I just have a question, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, this one, this is a secondary insurance, uh,
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Of this member and does this plan follows primary insurance which is Blue Cross Blue Shield?
[AGENT][POSITIVE] Yes, absolutely, yes.
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][POSITIVE] Oh great thank you so much and just wanted to uh confirm the name of the patients on the on the card. Is it [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, so we've got, uh, [PII] and [PII], both the names.
[CUSTOMER][NEUTRAL] Oh, so it's [PII].
[AGENT][POSITIVE] That is what we've got, yes.
[CUSTOMER][NEUTRAL] OK, alright, thank you and also can I have uh claims address as well, ma'am?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Of course, um, I've also got a fax number and a payer ID if you'd like, um, so our claims address is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] All right. Thank you. Again, it's [PII].
[AGENT][NEUTRAL] That's correct. Um, did you need the fax number or payer ID, [PII]?
[CUSTOMER][NEUTRAL] Um, no, I think I'm good with this, ma'am. I just need a, uh, call reference number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, that's it. Thank you, [PII], for your help. I appreciate it.
[AGENT][POSITIVE] OK, yeah, of course, thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.