AccountId: 011433970860
ContactId: 2d80cde0-397a-4a21-9f16-dc6b4d20ac8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202490 ms
Total Talk Time (AGENT): 90018 ms
Total Talk Time (CUSTOMER): 93543 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/2d80cde0-397a-4a21-9f16-dc6b4d20ac8c_20250603T18:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on our patient eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. I'm sorry, can you repeat your name?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure. It's an [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] Thank you and may I have a callback number just in case we get disconnected, so.
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] Sure. It's an [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure. It's 01887294 M as in Mike, L as in love, number 8.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the member name is in uh Jackson person. Date of birth is on [PII].
[AGENT][NEUTRAL] I'm sorry, you broke up. Can you repeat?
[CUSTOMER][NEUTRAL] Sure. Uh, the date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The facility name is MD now.
[AGENT][NEUTRAL] And, OK, thank you. All right, and you say you need eligibility. We have an effective date of [PII] and it terminated on [PII].
[CUSTOMER][NEUTRAL] Well you that you know
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sorry, me?
[AGENT][NEUTRAL] OK, it was effective [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you. And uh may I know the claim mailing address?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, the address is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] You can get that. And uh may I know the payer ID please?
[AGENT][NEUTRAL] Yes, the payer ID is 60801.
[CUSTOMER][NEUTRAL] Got it. May I know the timely filing limit?
[AGENT][NEUTRAL] Um, we don't have family filing limits for claims.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Uh, sorry, I didn't get your name. Could you please spell out your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Got it. So thank you for your assistance and your patience. May I know the call reference for this call?
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Yeah, thank you for your assistance. Have a wonderful day. Bye-bye.
[AGENT][NEUTRAL] Goodbye. Thank you for calling APL. Byebye.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm.