AccountId: 011433970860
ContactId: 5956cb3e-3fdb-4880-a523-de41ed8cda82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142270 ms
Total Talk Time (AGENT): 44122 ms
Total Talk Time (CUSTOMER): 52161 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/5956cb3e-3fdb-4880-a523-de41ed8cda82_20250624T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to verify eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] 00136505
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know if you I was [PII] or [PII].
[CUSTOMER][NEUTRAL] Case samples.
[CUSTOMER][NEUTRAL] She got 2 1st names, 2 last names, or you may just have her as [PII] sample.
[AGENT][NEUTRAL] Uh, looks like we have [PII]'s samples.
[CUSTOMER][NEUTRAL] OK, OK, and I just need to know her date of eligibility with you.
[AGENT][POSITIVE] Uh, it looks like I've got her effective [PII], and she is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said that you're her 3rd insurance we've got Medicare Blue Cross, and then you guys?
[AGENT][NEUTRAL] Uh, let me see if I've got any of that information.
[AGENT][NEUTRAL] Um, I, I don't have our other insurance listed.
[CUSTOMER][NEUTRAL] OK, OK, and last question is what is your filing limit?
[AGENT][NEGATIVE] Uh, there's no timely filing limit.
[CUSTOMER][NEUTRAL] Oh OK all right um.
[CUSTOMER][NEUTRAL] Then I have one more question. Let's see, do you accept fax claims?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, can I get the fax number?
[AGENT][NEUTRAL] Fax number [PII].
[CUSTOMER][NEUTRAL] OK, and for loading it up, um, it's [PII].
[AGENT][NEUTRAL] Uh, no, that's an old address. It's [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect all right thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks.