AccountId: 011433970860
ContactId: 8fd13a83-c8d7-4715-899c-090bbf63114a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123389 ms
Total Talk Time (AGENT): 48850 ms
Total Talk Time (CUSTOMER): 49899 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8fd13a83-c8d7-4715-899c-090bbf63114a_20250506T13:36_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] Hey, good morning, [PII]. My name is [PII]. I'm calling with the provider's office and I just need to learn eligibility on a member please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] Sure, um.
[CUSTOMER][NEUTRAL] 02552435
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, um, current right to current?
[AGENT][NEUTRAL] Yes, it's still active.
[CUSTOMER][NEUTRAL] OK, um, can you tell me timely filing limit for a claim?
[AGENT][NEUTRAL] Um, so there's no timely filing as long as the policy is active on the data service, you can file at any time.
[CUSTOMER][POSITIVE] Wow, OK.
[CUSTOMER][NEUTRAL] Um, and the, um, claims address it's [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect. OK, just, uh, the spelling of your name and I'll take a reference number please.
[AGENT][NEUTRAL] Alright, so there's no call reference number, but you can use my name in today's date, and my name is [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alrighty [PII] that's all I needed thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You also and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.