AccountId: 011433970860
ContactId: 05cbc178-5abd-42ee-bbca-9d51e75eff61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110940 ms
Total Talk Time (AGENT): 53930 ms
Total Talk Time (CUSTOMER): 41135 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/05cbc178-5abd-42ee-bbca-9d51e75eff61_20250220T21:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I'm trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] And [PII], what's the.
[CUSTOMER][NEUTRAL] I have 921-3997.
[AGENT][NEUTRAL] OK, let's see. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] And do you have
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's for [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] OK, and then can I, can I obtain the billing address for medical claims?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then last thing, um, is there a group number for this plan?
[AGENT][NEUTRAL] Yes, ma'am. Give me a moment.
[AGENT][NEUTRAL] Uh, group number 14091, um, group name is Barnett's Towing LLC.
[CUSTOMER][NEUTRAL] Oh, that.
[CUSTOMER][NEUTRAL] Towing.
[AGENT][NEUTRAL] LLC.
[CUSTOMER][NEUTRAL] LLC OK.
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] Oh, you are welcome and thank you for calling APM Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.