AccountId: 011433970860
ContactId: 6321caad-812f-407d-b0ae-d4dccb5e6ba6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134199 ms
Total Talk Time (AGENT): 41478 ms
Total Talk Time (CUSTOMER): 69844 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/6321caad-812f-407d-b0ae-d4dccb5e6ba6_20250429T14:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from a provider's office. I just need to verify patients active so I can submit claims. Would you be able to assist?
[AGENT][POSITIVE] I can and I'm so sorry, what is your name again?
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][POSITIVE] And [PII], thank you so much. I was able to to understand that. Thank you. What is your callback number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] 0 02340648 M. I'm sorry, ML8. [PII], can I have the initial of your last name if possible?
[AGENT][NEUTRAL] Of course, it is [PII], and if you could also repeat that policy number, please. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, sure. 0234 064. I'm sorry, 64 and then there's an 8, so little, I apologize. And [PII] 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and verify the patient's last, excuse me, name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you very much and you're calling to verify eligibility. I can assist you with that. The member shows effective as of [PII], and this policy currently shows active.
[CUSTOMER][NEUTRAL] OK, so [PII], let me go back. My computer just glitched, of course you did, uh.
[CUSTOMER][NEUTRAL] OK. And we submit claims to [PII], OK [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. OK, so that's it. I just need a reference number for our conversation. I'll let you enjoy the rest of your Tuesday.
[AGENT][NEUTRAL] We do not thank you. We do not provide reference numbers. You can use my name in today's state, and we thank you for calling us at APL. Take care.
[CUSTOMER][NEUTRAL] OK. You too. Bye-bye.