AccountId: 011433970860
ContactId: 0f9bbb16-60ee-4344-9f9e-5dcfd9a7962f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214210 ms
Total Talk Time (AGENT): 48518 ms
Total Talk Time (CUSTOMER): 61810 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/0f9bbb16-60ee-4344-9f9e-5dcfd9a7962f_20250619T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] So, actually, [PII], I want to check the eligibility of the member.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes. The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number is gonna be 10024601.
[AGENT][NEUTRAL] And what's the last name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how do you spell that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And how do you spell that?
[CUSTOMER][NEUTRAL] [PII], and maybe it is the middle name which is [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and the date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like the policy is active and effective [PII], no term date.
[CUSTOMER][NEUTRAL] All right. And what is the payer ID?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][NEUTRAL] What is the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] The zip code?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What is the TFL?
[AGENT][NEGATIVE] Yeah, there's no timely filing limit.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right. Provide me your reference number.
[AGENT][NEUTRAL] Reference number is my name is [PII], and today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.