AccountId: 011433970860
ContactId: 6ef3c6b8-be3f-4e01-94ee-f2a745227f96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131550 ms
Total Talk Time (AGENT): 67547 ms
Total Talk Time (CUSTOMER): 52771 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/6ef3c6b8-be3f-4e01-94ee-f2a745227f96_20250207T15:33_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Sheridan Healthcare. I am trying to verify eligibility for a patient, please.
[AGENT][POSITIVE] Oh, [PII], it would be my pleasure to assist you with that eligibility today. What is a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 022 03919 M as in Michael, L as in Larry, 7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and birthday is [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with eligibility for [PII]. I'm showing that his policy is active. Effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance.
[CUSTOMER][NEUTRAL] OK. Secondary. OK.
[CUSTOMER][NEUTRAL] Can I, can I also ask you um for the claims mailing address also please for my records?
[AGENT][NEUTRAL] Absolutely, our claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII], we also have a payer ID and fax number for claim submission if you're interested in those as well.
[CUSTOMER][POSITIVE] The payer ID would be great, thank you.
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][POSITIVE] 60801. Perfect. I appreciate your help. Thank you so much.
[AGENT][POSITIVE] My pleasure to help you with that eligibility, [PII]. There's nothing else I can assist you with. I hope you have a wonderful day. Happy weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.