AccountId: 011433970860
ContactId: 9fabf6ac-dd9c-47f4-84b6-f6b87465015d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242639 ms
Total Talk Time (AGENT): 66934 ms
Total Talk Time (CUSTOMER): 131031 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/9fabf6ac-dd9c-47f4-84b6-f6b87465015d_20250613T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] from uh the billing department of Wellington Regional. I need help to check the eligibility of uh the patient's insurance. Can you help me with this one?
[AGENT][POSITIVE] Sure, I can help you with eligibility. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course, a good callback number that we have here is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number that was provided to me by the patient is 02473461 M like Mary L like Larry 8.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Of course, that would be [PII]. For the first name, last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] It looks like this policy is active with an effective date of [PII]. This is their secondary gap insurance.
[CUSTOMER][NEUTRAL] [PII]. Is that right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Effective date correct? Hold on here, let me just put this information here. Hold on.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So effective date and the term date, do you have a term date?
[AGENT][NEUTRAL] Uh, no, the policy is still active.
[CUSTOMER][NEUTRAL] Policy is still active hold on.
[CUSTOMER][NEUTRAL] Give me one quick minute here effective date.
[CUSTOMER][NEUTRAL] And I would like to ask, um, do you have a call reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date so it will be [PII] in today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] and then uh 613 of 25. I would like to ask as well for
[CUSTOMER][NEUTRAL] The claim address?
[AGENT][NEUTRAL] Sure. Our claim address is PO [PII] 248,950 [PII].
[AGENT][NEUTRAL] 73124-8950
[CUSTOMER][NEUTRAL] Kindly hold on, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And this is the secondary insurance of the patient, correct? Also, um.
[CUSTOMER][NEUTRAL] Do you have the payer ID?
[AGENT][NEUTRAL] It's going to be 60801.
[CUSTOMER][NEUTRAL] Thank you very much. So I just wanna make sure, uh, claim address is [PII]. And the payer ID is 60801. Plan effective date is [PII], correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that would be all. Thank you very much for your help. I'll go ahead and add the secondary insurance uh to bill you guys for um the service that was uh received by the patient.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Alright, thank you so much for thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you for your help, that will be all.
[CUSTOMER][POSITIVE] Bye for now, have a good one.
[AGENT][NEUTRAL] Bye bye