AccountId: 011433970860
ContactId: 9a854ad9-33ba-4325-b6cf-44134b5ac390
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160800 ms
Total Talk Time (AGENT): 82098 ms
Total Talk Time (CUSTOMER): 52300 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9a854ad9-33ba-4325-b6cf-44134b5ac390_20250122T14:40_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII], provided the office here. I wanna check liability for patient please.
[AGENT][NEUTRAL] Sure I can help you with eligibility. [PII], can I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you [PII] and what's the name of the facility or provider you're calling from today please?
[CUSTOMER][NEUTRAL] She and her court.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I please have the policy number or member ID?
[CUSTOMER][NEUTRAL] 242
[CUSTOMER][NEUTRAL] 4856.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said it was a claim status you need, is that right?
[CUSTOMER][NEUTRAL] Correct. Yes. The effective date and mailing address. Yes.
[AGENT][NEUTRAL] Or uh I'm sorry, eligibility, yeah, I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I said eligibility. I, I apologize, um, go ahead and provide me the patient's name and date of birth.
[CUSTOMER][POSITIVE] No, no, no problem.
[CUSTOMER][NEUTRAL] Yeah, patient name is [PII] and the last name is [PII], [PII].
[AGENT][NEUTRAL] Thank you. Did you want to obtain any benefits? You just need the eligibility date.
[CUSTOMER][NEUTRAL] Eligibility day and mailing address was on the claim.
[AGENT][NEUTRAL] Got it. OK, so the policy is active. Effective date is gonna be [PII].
[AGENT][NEUTRAL] Now we are uh the secondary payer so we'll need that primary insurance explanation of benefits and the mailing address is gonna be APL.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You have your ID?
[AGENT][NEUTRAL] 50 yes payer ID 608.
[AGENT][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] OK. You had a reference number for this call, [PII] only your name.
[AGENT][POSITIVE] Yes, [PII], you'd use my name and today's date and it's [PII].
[AGENT][NEUTRAL] Did you have any other questions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, no, another question. Thank you so much, OK, I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.