AccountId: 011433970860
ContactId: 61ba8c68-9fc5-4149-87c2-ad83b564194b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145270 ms
Total Talk Time (AGENT): 53029 ms
Total Talk Time (CUSTOMER): 76160 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/61ba8c68-9fc5-4149-87c2-ad83b564194b_20250512T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, did you say [PII]?
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] calling from Park Duval Community Health Center, and I just have a couple of questions on a, on a, uh, number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify information eligibility for you. Uh, what's that policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Eligibility, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Policy number is 02584435.
[AGENT][POSITIVE] OK, thank you so much, give me one moment please.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Um, showing her effective date is [PII] of this year, and she is showing active on the policy.
[CUSTOMER][NEUTRAL] OK, what is the group ID number to the policy?
[AGENT][NEUTRAL] Uh, I see.
[CUSTOMER][NEUTRAL] Because on a card it just says uh.
[CUSTOMER][NEUTRAL] Crown staffing.
[CUSTOMER][NEUTRAL] But I'm trying to build a claim and they won't well the you know the uh.
[CUSTOMER][NEUTRAL] Biller we go through won't let it grow go through because they said we need to.
[CUSTOMER][NEUTRAL] ID number to the policy.
[AGENT][NEUTRAL] OK, well, the group number is 70036. The policy number is the number you gave, uh, initially the 2584435. Yes, ma'am.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] I mean I get it.
[CUSTOMER][NEUTRAL] The group number, so that's 70036.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, and what would be the uh payer ID number just to make sure I got that right.
[AGENT][NEUTRAL] Um, payer ID is 64556.
[CUSTOMER][POSITIVE] 645-56. OK, [PII], thank you so much.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] You are welcome, Ms. [PII].
[CUSTOMER][POSITIVE] And you have a good day.
[AGENT][POSITIVE] Oh, you too, and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Mm bye.