AccountId: 011433970860
ContactId: 6593fb30-adc3-447c-9a5f-5d1a0ce8ae21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162300 ms
Total Talk Time (AGENT): 71717 ms
Total Talk Time (CUSTOMER): 55931 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/6593fb30-adc3-447c-9a5f-5d1a0ce8ae21_20250620T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office. I need to check eligibility for member.
[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] It is [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 02493162.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] The first name was [PII] and the last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], 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] OK, got it. Already medical paid as a primary insurance. So, all the information that I verified is correct about the member, I mean the member ID name, do you be everything.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It was actually still in the system, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh she's a subscriber, right? I mean, she is the only one for this policy. There are no other family members.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Can I get the client's mailing address and payer ID to send the client?
[AGENT][NEUTRAL] Yes, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Chronicle payer ID.
[AGENT][NEUTRAL] He ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. So can I get the call reference number?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial and today's.
[AGENT][NEUTRAL] Uh, so my name is spelled [PII] Was there anything I can help you with?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well thanks for