AccountId: 011433970860
ContactId: 7c78a59a-a0d7-4c46-a2c2-0629caa4fa7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193570 ms
Total Talk Time (AGENT): 74672 ms
Total Talk Time (CUSTOMER): 51394 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/7c78a59a-a0d7-4c46-a2c2-0629caa4fa7b_20250617T19:43_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling you from the advisor's office checking on members eligibility.
[AGENT][POSITIVE] Sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] And thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] That's 04, sorry, that's 02451543. M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII], sorry, [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And what other information do you need?
[CUSTOMER][NEUTRAL] I just missed out your name. You said your name is?
[AGENT][NEUTRAL] My name, my name is [PII]. Um it[PII] spelled [PII] [PII].
[CUSTOMER][NEUTRAL] OK, may I get the pay ID and the claim mailing address.
[AGENT][NEUTRAL] Um, yes, the pair ID is 60801.
[AGENT][NEUTRAL] And the claim mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, may I get the reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] I got a timely filing.
[AGENT][NEUTRAL] There's no timely filing limit?
[CUSTOMER][NEUTRAL] Alright, and you said your name is [PII], right?
[AGENT][NEUTRAL] Yes, sir. And my last initial is [PII].
[CUSTOMER][POSITIVE] Alright, alright, [PII], thank you.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Wonderful day. Bye bye.
[AGENT][POSITIVE] Thank you.