AccountId: 011433970860
ContactId: 07c0b0cc-f1f8-490c-ac7c-fe48a86fd9d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127449 ms
Total Talk Time (AGENT): 41212 ms
Total Talk Time (CUSTOMER): 49253 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/07c0b0cc-f1f8-490c-ac7c-fe48a86fd9d4_20250620T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office to know regarding the member's eligibility. Can you please assist me with that?
[AGENT][NEUTRAL] Happy to check on eligibility, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 223-04274
[AGENT][NEUTRAL] And do you have a good call back number for documentation?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line. There is no extension.
[AGENT][NEUTRAL] All right. And patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. And date of birth is [PII].
[AGENT][NEUTRAL] All right. And are we checking on eligibility or a claim? I apologize.
[CUSTOMER][NEUTRAL] I'm checking regarding the eligibility of the, uh, if this insurance is primary or secondary.
[AGENT][NEUTRAL] We're the secondary, patient is active. The effective date is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Uh, when was the last year be updated?
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] COP. What, when was the last COP updated?
[AGENT][NEUTRAL] There's no coordination of benefits.
[CUSTOMER][NEUTRAL] There was no coordination of benefits updated, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much. Please help me with the call reference number.
[AGENT][NEUTRAL] That is my name of today's date. My name is [PII], that's [PII] initials my last name, [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day. Bye for now.
[AGENT][NEUTRAL] You too bye bye.