AccountId: 011433970860
ContactId: 5870fa25-288e-48e0-b76b-314baa6593d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129190 ms
Total Talk Time (AGENT): 62384 ms
Total Talk Time (CUSTOMER): 45795 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/5870fa25-288e-48e0-b76b-314baa6593d8_20250210T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I guess I need to do two different things. One, I need to verify some eligibility, and then I need to make sure I'm filing the claim correctly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you calling from the provider's office or are you the insured?
[CUSTOMER][NEUTRAL] Um, a provider's office.
[AGENT][NEUTRAL] OK, thank you and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you [PII], what is your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number?
[CUSTOMER][NEUTRAL] 01972555.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII], uh, [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information [PII]. You're calling for us to verify eligibility and get claim information. OK, give me one second.
[AGENT][NEUTRAL] OK thank you. Um, the member is, I'm sorry, the member is the policy holder with an effective date of [PII], and this policy is active.
[AGENT][NEUTRAL] And would you need um our mailing address, fax number, payer ID?
[CUSTOMER][NEUTRAL] Yeah, all the above. Let's see, let's start with the, what's the mailing address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is
[AGENT][NEUTRAL] I'm so sorry APL claim I'm sorry [PII].
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and the payer ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Great, OK, do I need to put in the policy number for the member ID or their social?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The policy number that you provided me.
[CUSTOMER][POSITIVE] OK great that's what I'll do I appreciate your help very much.
[AGENT][POSITIVE] OK, you're welcome. Trying to say anything else I can help you with it.
[CUSTOMER][POSITIVE] That is it, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] Alright bye.