AccountId: 011433970860
ContactId: 93b248e5-04d8-4330-bc31-e900f03e0431
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116400 ms
Total Talk Time (AGENT): 33330 ms
Total Talk Time (CUSTOMER): 52405 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/93b248e5-04d8-4330-bc31-e900f03e0431_20250331T18:20_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing very well thank you for asking.
[CUSTOMER][NEUTRAL] I'm calling you because I have a patient who has gap insurance with you guys um as their secondary, and I'm a provider. I wanted to know what your payer ID was.
[AGENT][NEUTRAL] OK, um, that would depend on the type of policy they have. Do you have a policy number for me?
[CUSTOMER][NEUTRAL] I have their benefit certificate number or cert number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, OK, so theirs is 02021778 M as in Mary, L as in lamb 8.
[AGENT][NEUTRAL] Patient's patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And the date of birth is, let me pull that up for you.
[CUSTOMER][NEUTRAL] Mm mm mm. Date of birth is [PII], um, but I am seeing the children.
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for this policy, the uh payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Perfect, [PII], thank you so much.
[AGENT][NEUTRAL] Alright, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's all. I appreciate all your help. I hope you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.