AccountId: 011433970860
ContactId: 15ce07af-f582-4cfb-98ca-f28d61813ee0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117220 ms
Total Talk Time (AGENT): 64079 ms
Total Talk Time (CUSTOMER): 31869 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/15ce07af-f582-4cfb-98ca-f28d61813ee0_20250401T17:08_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify eligibility and correct claims address.
[AGENT][NEUTRAL] OK, perfect. I'd love to help you with eligibility and getting the collect claims claims remittance. I can't talk. I'm sorry. And do you mind if I have your name and a good callback number please?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and my direct phone number is [PII].
[AGENT][NEUTRAL] 783 9. Awesome. And what is that policy number?
[CUSTOMER][NEUTRAL] 02536181
[AGENT][POSITIVE] Perfect. Thank you, thank you. Give me just a second to pull that up.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] You're having a great day so far?
[CUSTOMER][NEUTRAL] I am, it's halfway there, you know.
[AGENT][POSITIVE] Uh, good. I'm glad it's almost over for you, my friend.
[AGENT][NEUTRAL] And I was able to pull that up for you if you wouldn't mind verifying for me your patient's first and last name and date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Perfect and I do see her here. It looks like she's current and active with an effective date of [PII], and you said we needed the claims remittance address, is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Perfect. I have [PII]. That is in [PII].
[CUSTOMER][NEUTRAL] Alright, and this is a gap plan for her primary insurance?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] OK all right great thank you so much for your help today.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you for calling APL and you have such a fabulous day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.