AccountId: 011433970860
ContactId: 7b2df63f-63f7-4f3c-8955-eb443c26366e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286579 ms
Total Talk Time (AGENT): 65319 ms
Total Talk Time (CUSTOMER): 113720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/7b2df63f-63f7-4f3c-8955-eb443c26366e_20250516T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], checking on patient eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 0332.
[AGENT][NEUTRAL] And policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, one moment, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And the policy number is
[CUSTOMER][NEUTRAL] 02321495 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The member first name is [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, show the policy is effective Active 312023, and there's no term date.
[CUSTOMER][NEUTRAL] Still active?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, what is the pay ID?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][NEUTRAL] 60801. And what is the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, well, [PII], if you don't mind, could you please repeat one second so that I can make a note of it, your box.
[AGENT][NEUTRAL] Sure, that's fine.
[CUSTOMER][NEUTRAL] Go ahead to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. All right.
[CUSTOMER][NEUTRAL] What is the timely filing limit?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the flat type?
[AGENT][NEUTRAL] Policies effective [PII].
[CUSTOMER][NEUTRAL] No, I said plan type.
[AGENT][NEUTRAL] Oh, plan type, it's secondary.
[CUSTOMER][NEUTRAL] All right. What is the call reference number?
[AGENT][NEUTRAL] Call reference number is my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] All right, [PII]. I do have one more question. Could you please help me with that?
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] All right. Take your time.
[AGENT][NEUTRAL] OK, and the policy number for the patient?
[CUSTOMER][NEUTRAL] And the policy number to the patient, it's gonna be
[CUSTOMER][NEUTRAL] One moment. It's 013.
[CUSTOMER][NEUTRAL] 43232. M as in Mike, L as in Lima, and number 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] And the first name is [PII].
[CUSTOMER][NEUTRAL] First name is [PII] and the last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy is effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy is active, there's no term date.
[CUSTOMER][NEUTRAL] Uh-huh. And the payer ID and the mailing address is the same, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And this uh call number is the same, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, [PII]. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Bye for now. Happy weekend.
[AGENT][POSITIVE] Happy weekend. Thank you.