AccountId: 011433970860
ContactId: 83bde211-7f3e-4e9c-ad61-451b0a153348
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163279 ms
Total Talk Time (AGENT): 39449 ms
Total Talk Time (CUSTOMER): 79095 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/83bde211-7f3e-4e9c-ad61-451b0a153348_20250624T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. Uh, my name is [PII]. I need to get a little of one patient, please.
[AGENT][NEUTRAL] OK. I'm sorry, I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], and then do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then did you say claim status or eligibility?
[CUSTOMER][NEUTRAL] Yes, I need the eligibility patient because I want to know, uh, I think it's supplementary, but uh I need to know if uh.
[CUSTOMER][NEUTRAL] Is there, is there a uh supplementary or primary page?
[AGENT][NEUTRAL] OK. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 02556448 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII], the day of birth is [PII].
[AGENT][NEUTRAL] OK, I've got the policy effective [PII]. It's active. Um, this is a secondary policy, so it'll pick up after primary process of the claim.
[AGENT][NEUTRAL] Do you need the benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, I, I, I need to confirm the address that I have.
[CUSTOMER][NEUTRAL] Uh, it's [PII] is correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Um, do you know the payer ID?
[AGENT][NEUTRAL] Uh, the payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Perfect. So, there will be supplementary.
[AGENT][NEUTRAL] Yes, this is supplemental, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You do.
[AGENT][POSITIVE] Thank you, bye bye.