AccountId: 011433970860
ContactId: 63386881-1beb-4846-bf4d-4387ee13c35b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196830 ms
Total Talk Time (AGENT): 84371 ms
Total Talk Time (CUSTOMER): 47423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/63386881-1beb-4846-bf4d-4387ee13c35b_20250604T19:29_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]. I'm [PII]. I'm calling from doctor's office to check the patient eligibility.
[AGENT][NEUTRAL] OK, I could check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] 01893583 M for Michael L for Lima number 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the effective date is Jan or June.
[AGENT][NEUTRAL] [PII], so [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Can I get the fax number?
[AGENT][NEUTRAL] Yes, our fax number for claims is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] Thank you so much for holding.
[CUSTOMER][NEUTRAL] Could you provide the mailing address?
[AGENT][NEUTRAL] Yes, claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, do you have the electronic payer ID?
[AGENT][NEUTRAL] Her ID is 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So can we send it for secondary clients?
[AGENT][NEUTRAL] Yes, this is a secondary medical policy.
[CUSTOMER][POSITIVE] OK, thank you, thank you so much. Can I get the call reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my name is spelled [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK. Thank you so much and have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.