AccountId: 011433970860
ContactId: 8a4b8013-4658-4013-baee-811f8da9afe0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122830 ms
Total Talk Time (AGENT): 69296 ms
Total Talk Time (CUSTOMER): 27266 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/8a4b8013-4658-4013-baee-811f8da9afe0_20250421T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the provider's office. I would like to verify eligibility in a patient, please.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02521729.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The member is [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy. So it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, what's the correct mailing address for claims?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 895-073-1248956
[AGENT][NEUTRAL] Yes, and I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then our payer ID is 60801.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling Ael. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye bye.