AccountId: 011433970860
ContactId: 50a726e6-19b1-4f31-8d69-d6df92bf38db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106879 ms
Total Talk Time (AGENT): 45726 ms
Total Talk Time (CUSTOMER): 47919 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/50a726e6-19b1-4f31-8d69-d6df92bf38db_20250313T16:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. Last name initial is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm calling from a provider's office, uh, just to verify a patient's eligibility.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][POSITIVE] It would be my pleasure to help you with the eligibility, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, we have here 022.
[CUSTOMER][NEUTRAL] 865-09 M as in Michael L as in Lima 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII], and date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that eligibility for [PII].
[AGENT][NEUTRAL] I'm showing that the policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, no, actually, um, I just needed to know in order to submit claim to, uh, APL, what would be the correct payer ID?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right thank you so much for your help I really appreciate it.
[AGENT][POSITIVE] It's been my pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.