AccountId: 011433970860
ContactId: 6ebc3a78-3fc4-4ccb-95a6-1ac614f7dfe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193589 ms
Total Talk Time (AGENT): 93406 ms
Total Talk Time (CUSTOMER): 84089 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/6ebc3a78-3fc4-4ccb-95a6-1ac614f7dfe9_20250327T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII] and I'm calling from the provider's office of the University of Alabama Hospital. I'm calling to check on the eligibility of a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Um, I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] It's [PII]. It's spelled [PII].
[AGENT][POSITIVE] Got it thank you. OK, and then how can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of course. Uh, that's [PII]. That's a direct line.
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, the one I have here is 02297085 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, that's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] OK, they do not. This was the only policy they had with us.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Alright, so can I please get the effective dates for this because the data service is on [PII].
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Oh yes, uh, so this policy's effective date was [PII].
[AGENT][NEUTRAL] Uh, and there is no timely filing limit, so you can absolutely still file that claim.
[CUSTOMER][POSITIVE] Oh fantastic. Can I please go ahead and collect that claim mailing and the pay ID please?
[AGENT][NEUTRAL] Absolutely, um, our mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] Fantastic and may I please collect the pay ID as well?
[AGENT][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry, the call got interrupted. Could you please repeat that one more time? Sorry.
[AGENT][NEUTRAL] Oh, sure. No, that's OK. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh fantastic. Got it. Thank you so much, [PII]. Um, I guess that's all go ahead and.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, uh, no, nothing else. Thank you so much. Can I please go ahead and collect the call reference?
[AGENT][NEUTRAL] Of course that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, fantastic. Thank you so much, [PII], for your kindness today.
[AGENT][POSITIVE] Of course, yes, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] And I hope you have a wonderful day.
[AGENT][POSITIVE] You too thank you bye bye.
[CUSTOMER][POSITIVE] You too bye bye. Thank you. Thank you, bye.
[CUSTOMER][NEUTRAL] Mhm.