AccountId: 011433970860
ContactId: 3b02ea6d-ece0-4a47-acfe-5bcb794c2792
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236160 ms
Total Talk Time (AGENT): 62508 ms
Total Talk Time (CUSTOMER): 82474 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/3b02ea6d-ece0-4a47-acfe-5bcb794c2792_20250604T19:58_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling you from the provider's office to check on members' eligibility. Could you please help me with that?
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02493162.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For termination date, right?
[AGENT][NEUTRAL] No, it's still active, no termination date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's secondary for the member, right?
[AGENT][NEUTRAL] Yes, we are the gap insurance.
[CUSTOMER][NEUTRAL] Can you please help me with, can you please provide me the claims mailing address and the electronic, electronic pay ID to send the paper claims?
[AGENT][NEUTRAL] Um, it's.
[CUSTOMER][NEUTRAL] To send the claim.
[AGENT][NEUTRAL] It's um 60801.
[CUSTOMER][NEUTRAL] 60801 is the payer ID.
[CUSTOMER][NEUTRAL] And the mailing address would be?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[CUSTOMER][NEUTRAL] OK [PII], OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And, and that's in [PII].
[CUSTOMER][NEUTRAL] [PII] then?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's gonna be [PII], OK. [PII]. Is this correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] And I missed with your name. What was your name?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII] last initial is [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] [PII]. And the reference number for this call.
[AGENT][NEUTRAL] Reference is just my name and today's date and time.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for your assistance. Good day. Bye for today.
[AGENT][POSITIVE] Thank you for calling APL have a good day.