AccountId: 011433970860
ContactId: 1a8d42f3-32aa-489e-846b-0cde0615b3f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182440 ms
Total Talk Time (AGENT): 86997 ms
Total Talk Time (CUSTOMER): 66716 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/1a8d42f3-32aa-489e-846b-0cde0615b3f1_20250410T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office, and I'd like to have information for the patient.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yeah, hold on a moment. I will check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02.
[CUSTOMER][NEUTRAL] 543184 and M as in Mike, L as in Lima.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][POSITIVE] Thank you. And
[CUSTOMER][NEUTRAL] Yeah, the patient first name is.
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility for the patient. I'm showing this policy is active. My pleasure. The effective date is [PII], and this is a secondary policy to the primary insurance. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, is, is there any group name for this patient?
[AGENT][NEUTRAL] There is, and the group name is a um premium.
[AGENT][NEUTRAL] Protection services.
[CUSTOMER][NEUTRAL] OK. Uh, is there any group number for this question?
[AGENT][NEUTRAL] The group number is 80089.
[CUSTOMER][NEUTRAL] Uh, could you verify your claim mailing address for me?
[AGENT][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII] and the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Uh, may I know your last name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] I mean more than that.
[AGENT][NEUTRAL] First initial of my last name is [PII].
[AGENT][POSITIVE] And it was a pleasure to assist you with that eligibility, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh, can I get your card reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[CUSTOMER][NEUTRAL] Yeah, your name is [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, thank you for your assist [PII]. Have a nice day.
[AGENT][POSITIVE] It's been my, my pleasure to assist you, [PII]. Thank you for calling APL. Hope you have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] Mm thank you
[CUSTOMER][POSITIVE] OK, take care bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.