AccountId: 011433970860
ContactId: 0e65b6df-3c62-43db-965f-f7621c33a8ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282679 ms
Total Talk Time (AGENT): 115841 ms
Total Talk Time (CUSTOMER): 78379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/0e65b6df-3c62-43db-965f-f7621c33a8ec_20250326T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from office check on eligibility for the patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Miss [PII], what is your call back number?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank, thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patients
[CUSTOMER][NEUTRAL] First name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the member ID is 02129426.
[AGENT][NEUTRAL] 02129426.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the name of your facility, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] It's Jupiter Anesthesia Associates.
[AGENT][NEUTRAL] OK, let me look up this policy real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy lapsed on [PII]. I'm checking to see if he does have an active policy.
[AGENT][NEUTRAL] And he does not have any active policies with our company at this time.
[CUSTOMER][NEUTRAL] Yeah. Uh, may I know the effective date? Like uh date of, my date of service is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, the effective date of the policy is
[AGENT][NEUTRAL] Uh, let me look real quick.
[AGENT][NEUTRAL] OK, so this is what happened.
[AGENT][NEUTRAL] He has an a previous policy that was effective from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy that you gave me was issued and lapsed on the same day. So on [PII], I'm sorry, it was issued on [PII] and lapsed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From [PII], the member is active, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, thank you. And can you please provide me the claim mailing address for this?
[AGENT][NEUTRAL] Yes, the address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And can you please provide me the payer ID for this one?
[AGENT][NEUTRAL] Yes, ma'am. The payer ID is 60801.
[CUSTOMER][NEUTRAL] Yeah, and can you please provide me the call reference number for this call?
[AGENT][NEUTRAL] Yes, you can use my name, [PII] in today's date.
[CUSTOMER][POSITIVE] Thank you. Thank you, [PII]. And yes, one moment.
[CUSTOMER][POSITIVE] OK, thank you. Thank you for assisting me. Have a good day. Bye-bye.
[AGENT][NEUTRAL] You too, Ms. [PII]. There's nothing else I can help you with before we go?
[CUSTOMER][POSITIVE] No. Thank you. Thank you so much.
[AGENT][POSITIVE] OK, well, you have a good day and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.