AccountId: 011433970860
ContactId: 0e58e503-31cc-4451-ab7d-037b90f18100
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191940 ms
Total Talk Time (AGENT): 73521 ms
Total Talk Time (CUSTOMER): 83782 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0e58e503-31cc-4451-ab7d-037b90f18100_20250602T19:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on patient medical eligibility. Could you please help me with that?
[AGENT][POSITIVE] I can help you with that. How do you spell your name?
[CUSTOMER][NEUTRAL] Yes, my name is spelled like [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII] with extension [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes. So the policy number, it is going to be 016.
[CUSTOMER][NEUTRAL] 264.
[CUSTOMER][NEUTRAL] 75
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] I'm just checking the eligibility for this patient.
[AGENT][NEUTRAL] OK, I can give that to you. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] Thank you. And could you please provide me the group number and group name?
[AGENT][NEUTRAL] The group number is 22392.
[AGENT][NEUTRAL] The group name is City of Homestead.
[CUSTOMER][NEUTRAL] Thank you. And uh it is uh lost to the, uh, this policy acts like it lost to the patient, right?
[AGENT][NEGATIVE] I didn't understand the question.
[CUSTOMER][NEUTRAL] Oh, could you please confirm this policy? It is the last to the patient, last payer.
[AGENT][NEGATIVE] The the last, what do you what do you, I don't understand what you're talking about.
[CUSTOMER][NEUTRAL] Uh, oh, I want the filing order for this patient. I'm seeing the patient having Medicare, so APLA pay last, right?
[AGENT][NEUTRAL] No, APL would pay, it coordinates with the primary insurance, so it'd be the primary.
[AGENT][NEUTRAL] APL and then Medicare.
[CUSTOMER][NEUTRAL] Yes. Yes.
[CUSTOMER][POSITIVE] Yes. Oh, thank you very much. And could you please spell out your name for the documentation purpose?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Thank you very much, [PII]. And could you please provide me the call reference number for this call?
[AGENT][NEUTRAL] We do not have caller reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you very much. Thank you for the help and you have the call reference number, your name, and to date, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. Thank you for the help. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well. Bye-bye.