AccountId: 011433970860
ContactId: 37735db4-7287-4d23-a3ff-b2ebb4fdaf77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138759 ms
Total Talk Time (AGENT): 56687 ms
Total Talk Time (CUSTOMER): 39578 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/37735db4-7287-4d23-a3ff-b2ebb4fdaf77_20250507T21:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the billing office of Dorash Patel. Let's to verify patients eligibility.
[AGENT][POSITIVE] Sure, I can assist you with the eligibility and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and it's a direct line?
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02592970.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you. And how may I assist you today? Do you need just regular eligibility or do you have a specific question?
[CUSTOMER][NEUTRAL] The eligibility and the claims address?
[AGENT][NEUTRAL] Effective date of the policy is [PII].
[AGENT][NEUTRAL] Is this a limited hospital indemnity plan?
[AGENT][NEUTRAL] The address to submit claims is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I got it. Can I have the payer ID for this one?
[AGENT][NEUTRAL] Yes, the payer ID is 64556.
[CUSTOMER][NEUTRAL] 645-556
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you, can I have your name again please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss?
[CUSTOMER][NEUTRAL] I think that will be all.
[CUSTOMER][POSITIVE] No, I think that'll be all. Thank you and have a nice day.
[AGENT][POSITIVE] You as well. Thanks for calling APL. Bye-bye.