AccountId: 011433970860
ContactId: 68059fe3-9a71-43d2-9718-9c63b412e5a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217940 ms
Total Talk Time (AGENT): 103643 ms
Total Talk Time (CUSTOMER): 69017 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/68059fe3-9a71-43d2-9718-9c63b412e5a8_20250204T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. My last name starts with [PII]. I'm calling from a provider's office and I'm trying to verify some patient eligibility with you guys.
[AGENT][NEUTRAL] Alright [PII], I'm happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. That is.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sorry, I got away from it. I apologize for that. That is 0237527.
[AGENT][POSITIVE] No problem
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Alright, thank you for that. Let me pull this up here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] How's your Tuesday going?
[AGENT][POSITIVE] So far so good, girl. I can't complain.
[AGENT][NEUTRAL] Alright, let me just confirm right, let me confirm this number. I copied down 0237527.
[CUSTOMER][POSITIVE] That's not bad then.
[CUSTOMER][NEUTRAL] That's what I was given.
[AGENT][NEUTRAL] I think we're missing.
[CUSTOMER][NEUTRAL] Uh, the doctor's office that sent us to it did not have a card copy, so.
[AGENT][NEUTRAL] OK, I think we're missing a number [PII]. Do you have their name or social? We can check that way.
[CUSTOMER][NEUTRAL] I do. I've got her name and date of birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] All right. Last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] And then date of birth is [PII].
[CUSTOMER][NEUTRAL] Mm. It's [PII].
[AGENT][NEUTRAL] I'm sorry, say that one more time. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There we go. OK, so, uh, [PII] is active, [PII]. It looks like the effective date on this plan is [PII]. This is their secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Perfect. Is there a group number?
[AGENT][NEUTRAL] Let's take a look one moment.
[AGENT][NEUTRAL] Group number is gonna be 19655.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and then um what is you guys' claims address?
[AGENT][NEUTRAL] Uh, claims mailing address would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. And then do you have an EDI or do you need everything by mail?
[AGENT][NEUTRAL] No, we have a payer ID which is 60801.
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][NEUTRAL] All right, and I think that that's everything I need. Do you guys do call reference numbers?
[AGENT][NEUTRAL] Absolutely, [PII]. So that's gonna be my name with my last initial then today's date. My name again is [PII], which is [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Beautiful. Well, thank you so much for your help, Miss [PII].
[AGENT][POSITIVE] You're welcome. Have a great day, [PII].
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] But I