AccountId: 011433970860
ContactId: 5620f3b2-5d5f-4f81-bba5-58b7803b5c67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207179 ms
Total Talk Time (AGENT): 58252 ms
Total Talk Time (CUSTOMER): 79375 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/5620f3b2-5d5f-4f81-bba5-58b7803b5c67_20250410T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I am calling from my provider's office.
[CUSTOMER][NEUTRAL] I'm calling to um check eligibility on a patient and um.
[CUSTOMER][NEUTRAL] To get information in regards to where we can send a claim to.
[AGENT][NEUTRAL] OK, I can help you with um claim information eligibility. What was your name and a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, it's first name [PII]. It is spelled [PII] callback number it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I have here 0160302.
[CUSTOMER][NEUTRAL] 4 M as in Mary, L as in Louis, and the number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] or I also have different names. [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Uh, it looks like this policy's term, but let me see if she's got an active one.
[AGENT][NEUTRAL] OK, yeah, it looks like she's got a more recent policy. Let me get that pulled up.
[AGENT][NEUTRAL] OK, the current policy number is 2,544,960.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, that's effective [PII] currently active.
[AGENT][NEUTRAL] And then do you need outpatient benefits?
[CUSTOMER][NEUTRAL] Um, no, not really, just wanna make sure if it was active or not.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And also where um for the claim, does it have to be a paper claim?
[AGENT][NEUTRAL] And you can file electronically, we have a payer ID or mail or fax.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's do it by mail. What is the um payer ID number please?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][NEUTRAL] OK, and mail this to?
[AGENT][NEUTRAL] Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's 73.
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too take care bye bye.