AccountId: 011433970860
ContactId: 51672ce9-8b03-4a8b-bde0-dd10066b104e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209300 ms
Total Talk Time (AGENT): 101524 ms
Total Talk Time (CUSTOMER): 64273 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/51672ce9-8b03-4a8b-bde0-dd10066b104e_20250313T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pada's office, checking on eligibility for a member.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][POSITIVE] It's [PII].
[AGENT][NEUTRAL] OK, um, could you spell that one more time for me? I apologize.
[CUSTOMER][NEUTRAL] So, [PII], and initial to my last name it's [PII].
[AGENT][NEUTRAL] OK, thank you for that. um, and then I keep, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII]. And along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][NEUTRAL] Sure, um, do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number starts with 01979355 M as Mike L as Lima 8.
[AGENT][NEUTRAL] Got it. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, they do have a policy that is currently active. Let me know when you're ready I can give you that policy number.
[CUSTOMER][NEUTRAL] So just give me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Help me with the ID?
[AGENT][NEUTRAL] Yes, that is 02.
[AGENT][NEUTRAL] 29
[AGENT][NEUTRAL] 8031.
[CUSTOMER][NEUTRAL] 02298031
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And this one's effective date was [PII]. Again, it is currently active. Uh, 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] Just give me a moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Can you help me with the uh claim mailing address?
[AGENT][NEUTRAL] Yes, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] And I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] Uh, no, that's gonna be OK. Just help me with the call reference number.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] Of course thanks for calling APL you too bye bye.