AccountId: 011433970860
ContactId: 0cde7881-3c06-43d7-a83f-3eaab771241a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165289 ms
Total Talk Time (AGENT): 48958 ms
Total Talk Time (CUSTOMER): 65800 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/0cde7881-3c06-43d7-a83f-3eaab771241a_20250625T16:08_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], I was calling to get eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And call back [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, um, let me give you this number. I'm not sure if it's the correct number. I have 02576448.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 226 65.
[AGENT][NEUTRAL] OK, looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, is there any way you can connect me to claims or is there a number I can call or would it be the same number?
[AGENT][NEUTRAL] Uh, no, I can help you. Are you checking claim status?
[CUSTOMER][NEUTRAL] Yes, um, I guess, yeah, I'm checking of a claim.
[AGENT][NEUTRAL] OK, what was the data service and bill charges?
[CUSTOMER][NEUTRAL] Data service is 52025. Total charges was $9,391 even.
[AGENT][NEUTRAL] Uh, looks like we don't have a claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] I can um.
[CUSTOMER][NEUTRAL] Is there a payer ID for a um.
[CUSTOMER][NEUTRAL] An address to send it to or fax number?
[AGENT][NEUTRAL] Yeah, our payer ID is 60801.
[AGENT][NEUTRAL] And then our fax is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, and I'm sorry, what was your name one more time?
[AGENT][NEUTRAL] Uh, my name is [PII]. First initial to last name is [PII], and my name in today's date would be the reference. And is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.