AccountId: 011433970860
ContactId: 33396a9f-9fb2-4796-ba9e-df051fd1b012
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156240 ms
Total Talk Time (AGENT): 69769 ms
Total Talk Time (CUSTOMER): 51127 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=3.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/33396a9f-9fb2-4796-ba9e-df051fd1b012_20250305T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Ma'am, my name is [PII]. I'm calling from a provider's office. I was just calling to verify eligibility for a patient.
[AGENT][POSITIVE] All right, [PII], I'm happy to check eligibility and benefits today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it is 02465240.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of course it's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. And are we looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] I'm trying to see if she has medical coverage. Um, the card we were given does say dental, but I just wanted to verify.
[AGENT][NEUTRAL] OK. So looks like she does have a medical policy with us. I can give you that policy number if you need that.
[CUSTOMER][POSITIVE] Um, yes, that would be super helpful.
[AGENT][NEUTRAL] OK, so that policy number is 02465300.
[CUSTOMER][POSITIVE] Perfect, and could I get the payer ID as well?
[AGENT][NEUTRAL] Yeah, absolutely. I was just gonna say to the active date, the effective date on this, it looks like is [PII].
[CUSTOMER][POSITIVE] OK perfect
[AGENT][NEUTRAL] And let me see if this plan their pay ID is one second.
[CUSTOMER][POSITIVE] OK good.
[AGENT][NEUTRAL] OK, so, uh, payer ID on this is going to be [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, is the claims address the same one that I have, um, the [PII]?
[AGENT][POSITIVE] Mhm, that is correct, yeah.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much. That is all that I needed today.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Bye