AccountId: 011433970860
ContactId: 9e4b0dc2-f57a-45db-90dc-a5df123c311a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282809 ms
Total Talk Time (AGENT): 97308 ms
Total Talk Time (CUSTOMER): 95913 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/9e4b0dc2-f57a-45db-90dc-a5df123c311a_20250530T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office looking for patients eligibility.
[AGENT][POSITIVE] I can help you with eligibility [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 0260
[CUSTOMER][NEUTRAL] 6091.
[CUSTOMER][NEUTRAL] It's it.
[AGENT][NEUTRAL] Alright, give me just a moment while I look that up.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I was.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] I'll be with.
[CUSTOMER][NEUTRAL] I should have
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth, [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It looks like this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] And the plan type or the plan name?
[AGENT][NEUTRAL] Um, it's a hospital indemnity plan.
[CUSTOMER][NEUTRAL] Is this the primary or secondary?
[AGENT][NEUTRAL] Let me see if they have.
[AGENT][NEUTRAL] This is their primary, so you would build this one.
[AGENT][NEUTRAL] Unless they say otherwise.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] I don't have their primary insurance.
[CUSTOMER][NEUTRAL] And could you please help me with the claim?
[CUSTOMER][NEUTRAL] It's this is a primary right?
[AGENT][NEUTRAL] Um, do you need the claim number? or do you need the our fax or mailing address for the claim?
[CUSTOMER][NEUTRAL] Yeah, please could you please help me the claim mailing address.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the attention to claims.
[AGENT][NEUTRAL] Yes, attention claims department.
[CUSTOMER][NEUTRAL] And then fax number?
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And do you have the electronic payer ID?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Electron payer ID.
[AGENT][NEUTRAL] Oh, it's 60801.
[CUSTOMER][NEUTRAL] And then could you please, uh, on the timely filing limit to submit the claim.
[AGENT][NEGATIVE] We don't have timely filing.
[CUSTOMER][NEUTRAL] OK, thank you. And could you please help me, could you please spell your good name for me?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, can you help me with the call reference number and then you know.
[AGENT][NEUTRAL] So we don't have call reference numbers but you can use my name and last initial and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Thank you for your assistance. Have a good day. Take care bye bye.
[AGENT][POSITIVE] If there's nothing else I can help you with, [PII], have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] No, you too.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][POSITIVE] Mhm you too have a good day bye bye.