AccountId: 011433970860
ContactId: 100255b4-4622-4c12-9b98-3d2481d9cbb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135729 ms
Total Talk Time (AGENT): 49648 ms
Total Talk Time (CUSTOMER): 68550 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/100255b4-4622-4c12-9b98-3d2481d9cbb3_20250225T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, my name is [PII]. I'm calling on behalf of Kids Medical Services. I just wanna check the the eligibility for this patient.
[AGENT][POSITIVE] All right. I'm happy to check on the.
[CUSTOMER][NEUTRAL] Your name is [PII], right?
[AGENT][POSITIVE] Yes, correct. Uh-huh.
[CUSTOMER][NEUTRAL] OK. Oh, the ID number is, uh, are you ready?
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] 02474464 ML 7.
[AGENT][NEUTRAL] Thank you. And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and then her date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date is [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 224 and then the subscribe the policy holder is [PII], the mother.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] That's correct. Uh, OK. And then what is the address I want I can send the claim?
[AGENT][NEUTRAL] Claims mailing claims mailing address would be [PII].
[CUSTOMER][NEUTRAL] What [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK. [PII]. It's not because I have here [PII], is that the one? Is it [PII] or [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, OK, uh, because this is inde indemnity, right?
[CUSTOMER][NEUTRAL] This plan.
[AGENT][NEUTRAL] No, this is not. This is a secondary plan, so this is gonna cover deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Uh, OK, OK, and then your name is [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Correct, uh-huh.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.