AccountId: 011433970860
ContactId: 7db5c60d-4861-49d1-bbc4-833158438378
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216550 ms
Total Talk Time (AGENT): 105414 ms
Total Talk Time (CUSTOMER): 66719 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/7db5c60d-4861-49d1-bbc4-833158438378_20250117T15:50_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I was just calling to get um effective dates for one of our patients.
[AGENT][POSITIVE] Oh yeah, I'd love to help you with that today. And do you mind if I snag your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII], and my number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you so much, [PII]. And do you mind if I just snag that member ID from you?
[CUSTOMER][NEUTRAL] 01930316.
[AGENT][POSITIVE] Perfect. And give me 1 2nd to get that policy pulled up for you.
[AGENT][POSITIVE] Oh, hi, I'm sorry.
[AGENT][POSITIVE] You having a great day so far?
[CUSTOMER][NEUTRAL] Uh, so far, and it's a half day, so.
[AGENT][NEUTRAL] Oh it is. Do you also get um Monday off for [PII]?
[CUSTOMER][NEGATIVE] Oh no, unfortunately not.
[AGENT][NEGATIVE] Oh, no, I'm sorry. I shouldn't have brought that up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Would you be able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][NEUTRAL] And you said the name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] She have a different name by any chance or a middle name?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, I do have it under [PII].
[AGENT][NEUTRAL] Thank you, thank you. Um, [PII] is current and active with us. It looks like her policy has been effective since [PII], but I do want to let you know she does have an updated policy number from the one you gave me if you would like it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have her new policy number is 244-0270.
[CUSTOMER][NEUTRAL] 244-027-0
[AGENT][NEUTRAL] Mhm, you betcha.
[CUSTOMER][NEUTRAL] OK, and then, um, has anything else changed like the claims address or anything?
[AGENT][NEUTRAL] You know, um, if you, the claims address address, uh, do you have our [PII] City address?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Then that should be the same.
[CUSTOMER][NEUTRAL] OK, so just the new number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when did that switch?
[AGENT][NEUTRAL] It looks like it switched in [PII] and their other number um was from [PII].
[CUSTOMER][NEUTRAL] OK, so if um I have a [PII] data service.
[AGENT][NEUTRAL] Oh, if you have that data service you can file it under either number. What they're gonna do is they will see the date of service and they'll just put it to whichever policy applies and was active during that date of service.
[CUSTOMER][NEUTRAL] OK, and what is your um timely filing limit there?
[AGENT][NEUTRAL] We don't have one. You're welcome to submit that at any time and as long as they were active during that date of service we're gonna take care of it.
[CUSTOMER][NEUTRAL] Oh, I wish everybody was like that.
[AGENT][POSITIVE] I know, that's so sweet.
[CUSTOMER][NEUTRAL] OK, so new number, same address, no timely filing. OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling us here at APL, Miss [PII], and I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks. Bye bye.