AccountId: 011433970860
ContactId: 68d1368e-e70d-4182-8d92-7498e0567034
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174039 ms
Total Talk Time (AGENT): 82274 ms
Total Talk Time (CUSTOMER): 76529 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/68d1368e-e70d-4182-8d92-7498e0567034_20250528T22:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from provider to check on eligibility.
[AGENT][NEUTRAL] OK, I can check eligibility for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Mhm. The callback number is [PII] with the [PII].
[AGENT][NEUTRAL] Thank you and do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm. The policy number 01975687 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Mhm. The name is [PII] and the date of birth is [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] Medical
[CUSTOMER][NEUTRAL] It's designed to help with co-pay, deductible and co-insurance after leaving medical payment.
[CUSTOMER][POSITIVE] Thank you so much. Uh, uh, can I get the claim's mailing address?
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm. This one is [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] It's around.
[CUSTOMER][POSITIVE] Thank you so much. Uh, can I get the payer ID?
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][NEUTRAL] Yes, that's
[CUSTOMER][NEUTRAL] Thank you. What is the timely filing limit?
[AGENT][NEUTRAL] There is no how many founding women?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Thank you for that. Uh, uh, may I know is the group number?
[AGENT][NEUTRAL] Uh yes one moment.
[AGENT][NEUTRAL] OK, that group number is 24141.
[CUSTOMER][NEUTRAL] Thank you. And what is the plan type?
[AGENT][NEUTRAL] Secondary medical.
[CUSTOMER][POSITIVE] Oh, OK. Thank you so much. Uh, can I get the call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Nothing. That's all for today. Thank you so much for your assistance, [PII]. Have a good day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mhm bye.