AccountId: 011433970860
ContactId: 7221d056-9c11-4ebf-94f2-4f04a071cb27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230949 ms
Total Talk Time (AGENT): 81323 ms
Total Talk Time (CUSTOMER): 82326 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/7221d056-9c11-4ebf-94f2-4f04a071cb27_20250603T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm a provider calling to verify eligibility on a member.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. What is your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII] and the name is Joe DiMaggio Children's Hospital.
[AGENT][NEUTRAL] Thank you. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII] and the ID I have is [PII].
[AGENT][NEUTRAL] OK, let me pull them up real quick.
[AGENT][NEUTRAL] OK, I do show.
[AGENT][NEUTRAL] [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And the policy is active and current.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Thank you. Is uh [PII] the main subscriber or is she a dependent?
[AGENT][NEUTRAL] No, she's a dependent.
[CUSTOMER][NEUTRAL] Depending [PII] is the main subscriber, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect. Can you please provide me the claim billing address?
[AGENT][NEUTRAL] Yes ma'am, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And zip code is [PII].
[CUSTOMER][NEUTRAL] Thank you and this is uh [PII] POS plan?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. And is it primary or secondary?
[AGENT][NEUTRAL] It's secondary.
[CUSTOMER][POSITIVE] Second there. Thank you. Any group number or group name?
[AGENT][NEUTRAL] Yes, the group number is 246.
[AGENT][NEUTRAL] 79
[AGENT][NEUTRAL] And the group name is S.
[CUSTOMER][NEUTRAL] OK, thank you. Group name?
[AGENT][NEUTRAL] S as in Sam, B as in boy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] L as in love, SBL freight liner.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And that's all I needed. Do you have a reference number for this call? sorry.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you for helping you have a wonderful day.
[AGENT][POSITIVE] Well, thank you, Ms. [PII]. Thank you for calling APL. I hope you have a great day too. You take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] It's