AccountId: 011433970860
ContactId: af302e7c-8d4b-439d-b42a-2551e23666de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162690 ms
Total Talk Time (AGENT): 55799 ms
Total Talk Time (CUSTOMER): 91160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/af302e7c-8d4b-439d-b42a-2551e23666de_20250127T15:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. And [PII], um, I just like to verify members eligibility if you can assist me with that, please?
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] My direct line would be area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the insurance policy number?
[CUSTOMER][NEUTRAL] I do, um, it's going to be.
[CUSTOMER][NEUTRAL] Outpatient, um, is it 01660258 M as in Mary, L as in Lima 8?
[AGENT][NEUTRAL] OK, [PII], can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] It's going to be for [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check eligibility?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, I can definitely take a look now it looks like um the injury was effective [PII] and currently still active.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And still active.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And um is this the primary carrier or is this a primary plan?
[AGENT][NEUTRAL] Um, it looks like it's a secondary supplemental policy.
[CUSTOMER][NEUTRAL] So this is a secondary coverage.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Secondary coverage.
[CUSTOMER][NEUTRAL] I have just one other question and then I'll be all set. Uh, and can you please uh tell me, uh, mail uh timely submission and mail mailing address please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, there's no timely filing limit and the mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Is there an EDI number?
[AGENT][NEUTRAL] 60801
[CUSTOMER][POSITIVE] Perfect, thank you, I appreciate your help.
[AGENT][POSITIVE] Yes ma'am, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, no, no, I'm all set. Oh, is there a reference number for our call, [PII]?
[AGENT][NEUTRAL] It's gonna be my name [PII] with the first initial to my last name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Bye bye now.
[AGENT][POSITIVE] OK, well thank you for calling APO you have a great day bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.