AccountId: 011433970860
ContactId: 3168bfb7-7613-4144-b8c8-5d2f783effd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275209 ms
Total Talk Time (AGENT): 97450 ms
Total Talk Time (CUSTOMER): 113777 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/3168bfb7-7613-4144-b8c8-5d2f783effd3_20250226T23:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah. What's the name? APL is my policy number. Hello, um, I'm [PII]. I'm calling from Concention Hillcrest. Um, I was just calling on behalf of a patient that I have over here in my center. They, um, they have his multi-plan card, but I was trying to check him in, it's just that it doesn't let me, so I was wondering if you are able to give me like eligibility to see if it's active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Of course I can check that information for you um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] It's fine. My name is [PII].
[AGENT][NEUTRAL] OK, then I, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Of course, um, it is [PII].
[AGENT][NEUTRAL] OK, thank you and then uh do you have the policy number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, policy number, yes. It is 023384-86.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Um, can I say? It's last name [PII] First name [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Uh, effective date was [PII], and so this is a limited indemnity medical plan, so it's not a part of any set network, no copays, no deductibles, um, no authorization required, uh, you would just simply send those claims directly to us APL.
[CUSTOMER][NEUTRAL] APL?
[AGENT][NEUTRAL] Yes, and I do have um I've got a mailing address fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] Of course, yes.
[AGENT][NEUTRAL] OK, so that mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm. It was [PII].
[AGENT][NEUTRAL] Zip code
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, and it's on [PII], OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, uh, zip code is [PII].
[CUSTOMER][POSITIVE] Have a nice day.
[CUSTOMER][NEUTRAL] OK, give me one quick second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, awesome and just to make sure the main address it was [PII] the zip code [PII].
[AGENT][NEUTRAL] Uh [PII] it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. May I have the, lastly, the reference number, a reference number?
[AGENT][NEUTRAL] Sure, uh, did you need that fax number or payer ID?
[CUSTOMER][NEUTRAL] Just a reference number.
[AGENT][NEUTRAL] OK, uh, reference number would just be my first name, last initial, and today's date, um, so my name is spelled [PII], last initial is [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII] and what else?
[AGENT][NEUTRAL] Today's date, so [PII].
[CUSTOMER][POSITIVE] OK, [PII]. OK, awesome. Well, thank you so much for your help.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too bye bye. Thank you.
[AGENT][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you.