AccountId: 011433970860
ContactId: 19300b7e-43c3-41b1-bf76-558cf0e23fe8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121319 ms
Total Talk Time (AGENT): 33789 ms
Total Talk Time (CUSTOMER): 35859 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/19300b7e-43c3-41b1-bf76-558cf0e23fe8_20250513T20:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider office to get eligibility status of a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and claim status. Do you have the uh good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] 232-007-6
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, so the policy is effective [PII]. It's currently active, no term date.
[AGENT][NEUTRAL] Alright, and did you say do you need claim status or eligibility?
[CUSTOMER][NEUTRAL] No, just eligibility status like uh.
[CUSTOMER][NEUTRAL] And can you also confirm me your name and reference number for this call?
[AGENT][NEUTRAL] My name is [PII]. It's [PII]
[AGENT][NEUTRAL] And reference number will be my name with today's date.
[CUSTOMER][NEUTRAL] And uh can you also confirm me what is the timely filing limit to uh submit a claim?
[AGENT][NEGATIVE] Um, there's no timely filing limit.
[CUSTOMER][POSITIVE] OK. Thank you so much for that.
[AGENT][POSITIVE] Great, thanks for calling ATL. Can I help with anything else?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Bye bye.