AccountId: 011433970860
ContactId: 96d9bb1c-9964-4fb4-842b-734cbe01d1fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120709 ms
Total Talk Time (AGENT): 51938 ms
Total Talk Time (CUSTOMER): 50389 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/96d9bb1c-9964-4fb4-842b-734cbe01d1fd_20250625T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh yes, my name is [PII]. I'm calling from a facility. I just need to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's my sister-in-law's name. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, I'm not sure this is right, but I have 02431177.
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, I show his effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Still active. OK, and can you also confirm you all um claims address?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it looks like it says on here attention commercial indemnity other, is that correct? It should be something different?
[AGENT][NEUTRAL] It says what condition? Say it one more time, I'm sorry.
[CUSTOMER][NEUTRAL] It says commercial indemnity other. I feel like I'm not sure if that's right. What is the um where um should the attention be when if sending a claim?
[AGENT][NEUTRAL] It's just APL claims. That's weird.
[CUSTOMER][NEUTRAL] You said APL?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Got it. OK, I'll fix that. OK, that is all I needed. Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome. Thanks for calling APM, Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright you as well thank you.
[AGENT][NEUTRAL] Mm bye.