AccountId: 011433970860
ContactId: 09f5583e-a50c-4514-b22c-780ed6fc3cc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145020 ms
Total Talk Time (AGENT): 42710 ms
Total Talk Time (CUSTOMER): 70708 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/09f5583e-a50c-4514-b22c-780ed6fc3cc9_20250424T16:15_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm a medical provider and I need to just verify that the policy is active.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm calling from North Mississippi Medical Center.
[AGENT][NEUTRAL] OK, and how do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02583247.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] My patient is [PII].
[AGENT][NEUTRAL] And the date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just wanting to know if the policy was active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, uh.
[CUSTOMER][NEUTRAL] No secondary claims, do you
[CUSTOMER][NEUTRAL] Um, submit them. Do you have a payer ID?
[AGENT][NEUTRAL] We do. It's 60801.
[CUSTOMER][NEUTRAL] Electronically
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And this is this is a um.
[CUSTOMER][NEUTRAL] A gap plan or a um indemnity.
[AGENT][NEUTRAL] It's a gap plan coordinates with the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, plan.
[CUSTOMER][NEUTRAL] And the address for claims is [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.