AccountId: 011433970860
ContactId: 6aa05e95-294d-4f99-8773-d8a8dc51eee1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180000 ms
Total Talk Time (AGENT): 66805 ms
Total Talk Time (CUSTOMER): 61204 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/6aa05e95-294d-4f99-8773-d8a8dc51eee1_20250129T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII] calling from provider's office checking my eligible.
[AGENT][NEUTRAL] OK, I didn't get your name.
[CUSTOMER][NEUTRAL] [PII], we will be
[AGENT][NEUTRAL] OK, and you said you're checking eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] 1369384 Mary Lima 8.
[AGENT][NEUTRAL] And a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can you repeat that a little slower, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient first name I have [PII] and date of birth [PII].
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] OK, thank you. And you're just wanting the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yeah to submit a claim.
[AGENT][NEUTRAL] I can provide that information. I'm showing the effective date is [PII].
[AGENT][NEUTRAL] Uh, this policy is active at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Activate secondary
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Policy active as secondary or primary.
[AGENT][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] Got it. Tell me the mailing address to submit a claim.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Who
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Payer ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 608-801, right?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Call the friend sorry timely filing.
[AGENT][NEUTRAL] To submit a claim, there's no timely filing limit. You'll use my name and today's date as reference for today's call. [PII].
[CUSTOMER][NEUTRAL] Your name one more time. Mhm.
[AGENT][NEUTRAL] [PII], and did you have any other questions I can help with today?
[CUSTOMER][NEUTRAL] I think I have only one claim. thank you.
[AGENT][POSITIVE] You're welcome thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Yep