AccountId: 011433970860
ContactId: 1e5732c3-b53b-4c4c-97c9-57e8263a02f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177149 ms
Total Talk Time (AGENT): 63469 ms
Total Talk Time (CUSTOMER): 79670 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/1e5732c3-b53b-4c4c-97c9-57e8263a02f7_20250325T12:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pros office to check your member's eligibility.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm [PII] calling from USShearts of Texas and my callback number is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, [PII]. Um, now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's 01612918. What's your name?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No problem. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] My patient's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK. Please repeat that policy number.
[CUSTOMER][NEUTRAL] 06
[AGENT][NEUTRAL] 06. It's not 016.
[CUSTOMER][NEUTRAL] Sorry, 0.
[CUSTOMER][NEUTRAL] 016
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 12918.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, please verify the patient's name and date of birth one more time.
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII] and still active.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what is the timely failing to submit the claims?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][POSITIVE] Thank you very much for your assistance. Can you give the call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] I'm repeating your name and spelling out it. It's [PII], right?
[AGENT][NEUTRAL] That's correct. And the last initial is [PII].
[CUSTOMER][POSITIVE] EVM. OK, thank you. Thank you very much for your assistance.
[AGENT][POSITIVE] OK, thank you, [PII]. Thank you, [PII], for calling APL. You have a great day as well. Bye.
[CUSTOMER][POSITIVE] Have a nice day bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mhm