AccountId: 011433970860
ContactId: 335454e5-51ed-456c-9585-bf61c91afa45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117379 ms
Total Talk Time (AGENT): 54650 ms
Total Talk Time (CUSTOMER): 40341 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/335454e5-51ed-456c-9585-bf61c91afa45_20250331T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check eligibility um on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII], and it's Palmetto Imaging.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, the patient's name is [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02462911.
[AGENT][NEUTRAL] OK, let me pull up [PII]'s policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of his policy is [PII].
[CUSTOMER][NEUTRAL] OK, and what is your timely filing limit?
[AGENT][NEUTRAL] We don't have one as long as the patient was covered on the date of service you can file it any time.
[CUSTOMER][NEUTRAL] OK, and do you require authorization?
[AGENT][NEUTRAL] No, ma'am. This is a secondary, so it doesn't, it's not the major medical. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, is there a reference number for the call?
[AGENT][NEUTRAL] Yes, you can use my name and today's date. My name is [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.