AccountId: 011433970860
ContactId: 3702e95e-3da6-4cc4-aab4-2a39e40d2a67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116559 ms
Total Talk Time (AGENT): 46596 ms
Total Talk Time (CUSTOMER): 31119 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/3702e95e-3da6-4cc4-aab4-2a39e40d2a67_20250221T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Northwest Women's Clinic calling to see if the patient is eligible for medical coverage.
[AGENT][POSITIVE] Alright, [PII], I'm happy to uh check on eligibility today. What's their policy number?
[CUSTOMER][NEUTRAL] It is policy number is 02592651.
[AGENT][POSITIVE] Alright, thank you so much. Let's see.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then if I can get the patient name and date of birth please?
[CUSTOMER][NEUTRAL] It's for [PII] [PII].
[AGENT][POSITIVE] Thank you so much [PII]. Member plan is active. The effective date on here it looks like it's [PII].
[CUSTOMER][NEUTRAL] OK fabulous and then my question is, is um she's coming in for her annual today where do those claims get submitted to?
[AGENT][NEUTRAL] Let me just verify that. Give me one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, so for this member's plan it looks like claims are gonna go to IMA and that's at [PII].
[AGENT][NEUTRAL] [PII] and that's in [PII].
[CUSTOMER][POSITIVE] OK beautiful alright awesome thank you so so much for your help I appreciate it have a great day.
[AGENT][POSITIVE] You're welcome you too [PII] bye bye.