AccountId: 011433970860
ContactId: 62473fac-1b15-4678-868e-230c6e83c0ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116510 ms
Total Talk Time (AGENT): 36973 ms
Total Talk Time (CUSTOMER): 52939 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/2025/05/30/62473fac-1b15-4678-868e-230c6e83c0ff_20250530T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from the physicians Group Adult Gastro.
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] Um, I'm calling because a patient had bought um.
[CUSTOMER][NEUTRAL] The insurance card in and I'm not able to pull it up in our system.
[AGENT][NEUTRAL] All right, just want to check eligibility.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's your policy number that you have?
[CUSTOMER][NEUTRAL] It is, sorry, I can't see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The group number is 24757.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Do you have any sort of certificate number, anything like that?
[CUSTOMER][NEUTRAL] Um, it's on here it says the payer ID is 60801.
[AGENT][NEUTRAL] Yeah, that is our payer ID, but it doesn't have any in-hospital number, outpatient number.
[CUSTOMER][NEUTRAL] Yeah, outpatient is 02.
[CUSTOMER][NEUTRAL] 34
[CUSTOMER][NEUTRAL] 064.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEUTRAL] And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], his date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this is a secondary insurance. It looks like the plan has lapsed as of [PII] this year. They don't have any other active coverage with us.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] OK, no, ma'am, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.