AccountId: 011433970860
ContactId: 3cb92e9d-ec80-40f0-8f95-1ab6ea4cca46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161639 ms
Total Talk Time (AGENT): 75160 ms
Total Talk Time (CUSTOMER): 59637 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/3cb92e9d-ec80-40f0-8f95-1ab6ea4cca46_20250516T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, good morning. This is [PII] calling from the billing department of Good Samaritan Medical Center. I need to verify eligibility for this patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. May I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Now they gave us policy number 01826156 M as in Mary, L as in lamb and the number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look that up. OK, I've got [PII] pulled up now.
[CUSTOMER][NEUTRAL] And [PII] we just wanted to verify if that was.
[CUSTOMER][NEUTRAL] We wanted to verify if this was valid and ensuring and if so what's the claims mailing address.
[AGENT][NEUTRAL] Yes, ma'am. It is a valid insurance and [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] Everything is current. Uh, I can give you the APL claims address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is
[CUSTOMER][NEUTRAL] OK, so it's APL is that who we mail it to APL?
[AGENT][NEUTRAL] PO Box.
[AGENT][NEUTRAL] Yes, ma'am, APL claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's PO Box 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] That is in [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] We also have a payer ID number if you would like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we'll go ahead and update this and we'll send this bill over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you for helping me with that and you have a nice day.
[AGENT][POSITIVE] You too, Ms. [PII] you have a blessed weekend and thanks for calling APL bye bye ma'am.
[CUSTOMER][POSITIVE] You too. Thank you, [PII]. Bye-bye.