AccountId: 011433970860
ContactId: 6ef0ef8c-4a5b-4723-9e73-7d7ea261c394
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221070 ms
Total Talk Time (AGENT): 97608 ms
Total Talk Time (CUSTOMER): 104701 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/6ef0ef8c-4a5b-4723-9e73-7d7ea261c394_20250508T18:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from providers to check on eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII] with [PII] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah. The policy number is 02404597 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK. Independent. All right. And you said you're looking for eligibility today, correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, we have an effective date of
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It is active at the moment. The policy is active at the moment. And this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm. Active at the moment at the moment.
[CUSTOMER][POSITIVE] And this is one of our secondary to the cycle. Uh, thank you so much for that. And can I get the claim's mailing address?
[AGENT][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Uh thank you so much for that. And can I get the payer ID?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so the payer ID for this one is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 60864.
[CUSTOMER][NEUTRAL] Thank you for that. Uh, what is the timely filing limit?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][POSITIVE] Thank you. And may I know the group number?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let me get that for you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group number is 1 and the number is 26064.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Number is 26664.
[AGENT][NEUTRAL] The name is town of Miami Lakes.
[CUSTOMER][POSITIVE] That I like.
[CUSTOMER][NEUTRAL] Thank you. Uh, and what is the plan type?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, thank you. And can you spell your name?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. So, can I get the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, thank you, thank you so much for your assistance. Have a good day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Mm, bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm bye.