AccountId: 011433970860
ContactId: 95745024-21d2-493a-a5d8-a976e78afa81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112209 ms
Total Talk Time (AGENT): 55778 ms
Total Talk Time (CUSTOMER): 36285 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/95745024-21d2-493a-a5d8-a976e78afa81_20250205T16:49_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Primary Care Group, part of Methodist Healthcare in [PII].
[CUSTOMER][NEUTRAL] How are you today?
[AGENT][POSITIVE] I'm good, [PII], how are you?
[CUSTOMER][POSITIVE] Pretty good.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] Um, I'm trying to get an effective date, a claims mailing address, and a payer ID if I can.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can help you with that. Could I get a call back for you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 01838977
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 212 of [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy. And you're calling for eligibility, payer ID, and claims mailing address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I show this policy has been effective since [PII]. It is still active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And our claims mailing address is [PII].
[CUSTOMER][POSITIVE] Great thank you so much, [PII] I appreciate your time and information.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you very much.
[AGENT][NEUTRAL] Bye bye.