AccountId: 011433970860
ContactId: b253491d-8a77-4285-8658-67356a3bccf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120400 ms
Total Talk Time (AGENT): 46154 ms
Total Talk Time (CUSTOMER): 57710 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/b253491d-8a77-4285-8658-67356a3bccf9_20250404T17:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from the doctor's office. I'm trying to verify the ability and the mailing address for claims, please.
[AGENT][POSITIVE] I'd be happy to assist with eligibility and claims address. May I have your first name please?
[CUSTOMER][NEUTRAL] It is [PII], it's [PII]
[AGENT][POSITIVE] And sir, if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have 017, I'm sorry, 01678188, M as in Michael, L as in Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient is [PII].
[CUSTOMER][NEUTRAL] Sorry, date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and that claim's mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII] City, [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate the help, please. Thank you.
[AGENT][NEUTRAL] OK, anything else I can assist with today?
[CUSTOMER][POSITIVE] Uh, no, that will be all. Wish you have a nice day, please, bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] I, I have one question, one question. Can I fax the claim?
[AGENT][NEUTRAL] Yes, fax number is 877.
[CUSTOMER][NEUTRAL] I'm sorry that 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] 1423. Thank you so much. Thank you bye bye.
[AGENT][POSITIVE] Thank you you have a good day.
[CUSTOMER][NEUTRAL] OK