AccountId: 011433970860
ContactId: 9cc1155f-964a-48d4-b810-b7ac7fe489ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116000 ms
Total Talk Time (AGENT): 45760 ms
Total Talk Time (CUSTOMER): 52978 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/9cc1155f-964a-48d4-b810-b7ac7fe489ef_20250424T19:13_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with the provider's office. I just need to verify um eligibility for a patient and also your claims address where we need to send claims to.
[AGENT][NEUTRAL] I can certainly help with that, [PII]. What's the policy number, please?
[CUSTOMER][POSITIVE] Awesome. It is 02006179.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, first name [PII], last name [PII]. Um, date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's area code [PII].
[AGENT][NEUTRAL] Thank you very much. The policy went into effect on [PII]. It is active. Um, now, our address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Our zip code
[AGENT][NEUTRAL] Our zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now is there anything else at all that I can tell you about the secondary or gap insurance? Um.
[CUSTOMER][NEUTRAL] Um, no, that was all I needed to get. Um, we just had a claim that was rejected due to the incorrect address, so I just wanted to make sure, um, that you confirmed that we had the right thing on file, so we'll go ahead and get that sorted out then, yeah.
[AGENT][NEUTRAL] OK, yes, yeah, we changed our address. Yeah, sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Sounds good. I appreciate it, [PII].
[AGENT][POSITIVE] OK, thanks for contacting APL have a very good day.