AccountId: 011433970860
ContactId: 3f528c4a-78ad-46c4-9b4b-14a5ab9d1d3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220539 ms
Total Talk Time (AGENT): 93528 ms
Total Talk Time (CUSTOMER): 59338 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/3f528c4a-78ad-46c4-9b4b-14a5ab9d1d3c_20250507T21:20_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from the billing office of Doctor [PII]. I like to verify patient's eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility. May I have the spelling of your name?
[CUSTOMER][NEUTRAL] [PII] and the initials of my last name is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. And may I have a call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, Mr. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it's 02592970.
[AGENT][POSITIVE] Thank you. One moment for the information.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. OK, Ms. [PII], and you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity policy.
[CUSTOMER][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] May I know if
[CUSTOMER][NEUTRAL] The patient's insurance have IPA.
[AGENT][NEUTRAL] With IPA.
[CUSTOMER][NEUTRAL] Or may I have the claim address where I should send the bill?
[AGENT][NEUTRAL] OK, the address to submit claims is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me check on this one, bear with me just to make sure.
[AGENT][NEUTRAL] OK, so this one is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So we should
[CUSTOMER][NEUTRAL] Send the claims to this address.
[AGENT][NEUTRAL] Yes, to [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Can I have your name again please?
[AGENT][NEUTRAL] Yeah. My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you, can I have the call reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We don't have a reference number, Ms. [PII]. You can use my name in today's date if you would like.
[CUSTOMER][POSITIVE] OK, thank you so much. I think that would be all thank you and have a nice day.
[AGENT][POSITIVE] You as well and thank you for calling APL. Have a good afternoon, [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.