AccountId: 011433970860
ContactId: 84492d2d-dce6-459e-a535-e0bbb4e1c63e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246929 ms
Total Talk Time (AGENT): 61710 ms
Total Talk Time (CUSTOMER): 79239 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/84492d2d-dce6-459e-a535-e0bbb4e1c63e_20250611T17:02_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from products office. You can pay members eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. Uh it's a direct line. And you said your name is?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] give you
[CUSTOMER][NEUTRAL] And the last?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Um, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] Send me your phone, send me, send me your, uh, exactly.
[AGENT][NEUTRAL] What was the policy number?
[CUSTOMER][NEUTRAL] as
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Yeah. The policy number is 971-079.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah. The patient's name is uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh, policy is active and effective [PII].
[CUSTOMER][NEUTRAL] And, uh, one second, please, um, for this, this patient is active for uh medical or dental plan?
[AGENT][NEUTRAL] This is medical.
[CUSTOMER][NEUTRAL] Medical plan only, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. Yeah, this policy is effective on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Termination date?
[AGENT][NEUTRAL] It's active.
[CUSTOMER][NEUTRAL] No, I'm asking about uh the policy and date.
[AGENT][NEUTRAL] It's an active policy. There's no end date.
[CUSTOMER][NEUTRAL] Mm OK. And you can please confirm the claims mailing address with the payer ID please.
[AGENT][NEUTRAL] Is mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Payer ID
[CUSTOMER][NEUTRAL] Yeah, 11 2nd, 111 2nd, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the [PII], right?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you. And the payer ID please?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And can I have the call reference number please for this call?
[AGENT][NEUTRAL] It's my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, [PII], for giving this valuable information. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.