AccountId: 011433970860
ContactId: 7c4f1f18-ef34-4304-aa69-0a59f8df2f30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174660 ms
Total Talk Time (AGENT): 60540 ms
Total Talk Time (CUSTOMER): 62140 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/7c4f1f18-ef34-4304-aa69-0a59f8df2f30_20250603T18:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Hi, this is [PII] calling from provider office. I'm checking for the member eligibility information.
[AGENT][NEUTRAL] I can verify your eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] 02572570.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] and [PII] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Yeah the patient plan type.
[AGENT][NEUTRAL] Meddling
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Any specific network plan EPO PPO HMO?
[AGENT][NEUTRAL] There is no network. This is their secondary plan.
[CUSTOMER][NEUTRAL] With a timely filing limit.
[AGENT][NEUTRAL] There's no time limit to submit a claim.
[CUSTOMER][NEUTRAL] [PII] calling checking status.
[CUSTOMER][NEUTRAL] Can I give this mailing address for the client submission?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you give the mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number 84.
[AGENT][NEUTRAL] [PII] City, [PII].
[CUSTOMER][NEUTRAL] 657-495
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Payer ID
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Electronical payer ID?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, uh, nothing. Can you get the reference number for this call?
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for that information. Have a nice day. Take care, bye.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye.