AccountId: 011433970860
ContactId: b2489044-854b-4a83-b4f0-4383a0156d17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134820 ms
Total Talk Time (AGENT): 47554 ms
Total Talk Time (CUSTOMER): 59629 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/b2489044-854b-4a83-b4f0-4383a0156d17_20250626T13:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I am calling to check on patient eligibility, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, member ID 02069161.
[AGENT][NEUTRAL] OK, thank you, give me one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] OK, thank you and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, yeah, I show his effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK, and where are we mailing the claims to We're still mailing them to web TPA?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and that's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then I'm assuming the payer ID is still the same 75261.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We gotta verify everything so group number APL 20,000.
[AGENT][NEUTRAL] Uh let me double check. Give me one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] For the group number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it's 15395.
[CUSTOMER][NEUTRAL] 15395. OK, I'm glad I asked. OK, alright, and what time of filing?
[AGENT][NEGATIVE] Uh, no timely filing.
[CUSTOMER][NEUTRAL] OK, and y'all are primary correct?
[AGENT][NEUTRAL] Uh, it can be. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, that's what I needed thank you ma'am and I'm sorry you said your name was again?
[AGENT][NEUTRAL] [PII], my special Q.
[CUSTOMER][NEUTRAL] And that would be the call reference number, your name and today's date?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Alright thank you Ms. [PII] I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] You as well thank you bye.
[AGENT][NEUTRAL] Bye.