AccountId: 011433970860
ContactId: 87350484-7d6a-4ba9-bdcb-2be5520bb358
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101750 ms
Total Talk Time (AGENT): 47130 ms
Total Talk Time (CUSTOMER): 37009 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/87350484-7d6a-4ba9-bdcb-2be5520bb358_20250509T15:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on eligibility status for the patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility, [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, ma'am. [PII]. And the policy number is, just a 2nd, 01648523.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK, ma'am.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. And the date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Thank you, ma'am. And I would like to know the time filing limit to submit the claim, ma'am.
[AGENT][NEUTRAL] Um, there's no timely filing as long as the policy was active on the day of service, you can file the claim at any time.
[CUSTOMER][POSITIVE] Thank you, ma'am. And could you please spell out your name?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, my name is [PII], first initial and my last name is [PII].
[CUSTOMER][NEUTRAL] And the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a nice day. Take care.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am. That would be all.
[AGENT][POSITIVE] Alright, thanks for calling API have a great weekend bye bye.
[CUSTOMER][NEUTRAL] You too, ma'am.