AccountId: 011433970860
ContactId: 2b76ccd7-b39a-4d74-982c-843567bcfaad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185690 ms
Total Talk Time (AGENT): 88980 ms
Total Talk Time (CUSTOMER): 58361 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/2b76ccd7-b39a-4d74-982c-843567bcfaad_20250328T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling to um verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of your facility, Ms. [PII]?
[CUSTOMER][NEUTRAL] Southern Colorado Clinic.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]. Um, date of birth is [PII], and her policy number is 586-062.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] 586-062. Let me find that.
[AGENT][NEUTRAL] OK, I've got [PII] pulled up.
[AGENT][NEUTRAL] And looking at this policy number,
[AGENT][NEUTRAL] Policy terminated on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm checking. Yes, ma'am, but she has an active policy. Let me give you that that good policy number. It's 1947256.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is there a term date yet or is it just still into the foreseeable future?
[AGENT][NEUTRAL] It's, it's active, yes, ma'am. There's no term date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and, uh, what is the claims address?
[AGENT][NEUTRAL] That's going to be [PII].
[AGENT][NEUTRAL] [PII]. That's in [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and um this will be billed out to American Public Life, correct?
[AGENT][NEUTRAL] Yes ma'am, and I can give you the payer ID number if you would like that number also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be fantastic.
[AGENT][NEUTRAL] Yes ma'am, it's 60801.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right wonderful that is all the information that I needed today.
[AGENT][POSITIVE] OK. All right. Well, Ms. [PII], I hope you have a wonderful weekend and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Thank you you have a great weekend too.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.