AccountId: 011433970860
ContactId: 3b6eca60-1f06-44a0-9db8-573fabb27b3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344980 ms
Total Talk Time (AGENT): 114392 ms
Total Talk Time (CUSTOMER): 105369 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/3b6eca60-1f06-44a0-9db8-573fabb27b3a_20250320T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, I'm [PII].
[CUSTOMER][NEUTRAL] Calling from West Boca Medical Center to check on my availability. This call may be recorded and monitored for quality and training purpose.
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility. Can I please get your call back number?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII]. The extension is [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what was the name of the facility that you told me you were calling from?
[CUSTOMER][NEUTRAL] West Burley Medical Center.
[AGENT][NEUTRAL] Thank you. And then can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the patient name is [PII]. The date of birth of [PII]. And number ID is 01753781 [PII] in [PII] in Lima [PII].
[AGENT][POSITIVE] OK, thank you very much. I appreciate that. Let me look up the policy.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy terminated on [PII].
[AGENT][NEUTRAL] I'm gonna check though to see if she does, they do have an active policy. Let me give you the good policy number.
[AGENT][NEUTRAL] Are you ready for it?
[CUSTOMER][NEUTRAL] Is this
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 220
[AGENT][NEUTRAL] 3915.
[AGENT][NEUTRAL] And the effective date of this policy is first.
[CUSTOMER][NEUTRAL] It's 2203915.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And the effective date for this policy is [PII].
[CUSTOMER][NEUTRAL] Thank you. Sorry, can I have your first two date, please?
[AGENT][NEUTRAL] Can you have what, please, ma'am?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. The active date is [PII]. Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is there any term date?
[AGENT][NEUTRAL] No ma'am it's active.
[CUSTOMER][NEUTRAL] Thank you. And please can I have the plan type?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It's me.
[CUSTOMER][NEUTRAL] I'm sorry. Can you please repeat that?
[AGENT][NEUTRAL] Medlink M E D L I N K.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Is there any plan that located more or just link?
[AGENT][NEUTRAL] Just Medlink.
[CUSTOMER][NEUTRAL] Thank you. And is there any group number?
[AGENT][NEUTRAL] Group number is 15297.
[CUSTOMER][NEUTRAL] OK, may I have the same mailing address?
[AGENT][NEUTRAL] Claims mailing
[AGENT][NEUTRAL] Adress is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh, let me give you the [PII] again. You had it in the [PII].
[CUSTOMER][NEUTRAL] Thank you. It's [PII]. Thank you. And is this primary or secondary plan for the number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] And please can I have the family filing limit for claims?
[AGENT][NEGATIVE] We do not have a timely filing limit.
[CUSTOMER][NEUTRAL] Thank you. And please can I have the reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you. Thank you for your assistance. Have a great day.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too, Miss [PII], is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, thank you. Have a great day.
[AGENT][POSITIVE] Thank you, you have a good day too and thanks for calling APL bye bye ma'am.
[CUSTOMER][POSITIVE] Thank you.