AccountId: 011433970860
ContactId: 479826c9-ba2e-4812-bb05-2a71bd4b032b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129860 ms
Total Talk Time (AGENT): 66327 ms
Total Talk Time (CUSTOMER): 26639 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/479826c9-ba2e-4812-bb05-2a71bd4b032b_20250410T22:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] at Palm Medical Group. I'm trying to verify eligibility.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] And 02565683.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] And the claims address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] And I've also got a uh fax number and a pair ID if you'd like [PII].
[CUSTOMER][NEUTRAL] Um, no, that's OK. Can you tell me if you have a claim on file?
[AGENT][NEUTRAL] Uh, sure, give me just a moment.
[AGENT][NEUTRAL] What was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] I do not have any claims for that date of service on file for this member.
[CUSTOMER][POSITIVE] OK all right thanks so much have a good day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.