AccountId: 011433970860
ContactId: b2e20e30-0826-4caa-819e-72efeb8fd182
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195149 ms
Total Talk Time (AGENT): 60783 ms
Total Talk Time (CUSTOMER): 106858 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/b2e20e30-0826-4caa-819e-72efeb8fd182_20250512T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII]. I'm calling you from Jackson Memorial Hospital. And I would like to check uh eligibility of one of our patients, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] May I please get your call back.
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And then what is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name, OK, I'll give you the um policy number is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, let me just a moment.
[AGENT][POSITIVE] Yes ma'am, take your time.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the policy number I have is 02.
[CUSTOMER][NEUTRAL] 40
[CUSTOMER][NEUTRAL] 376 2
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, and the member's name?
[CUSTOMER][NEUTRAL] It's member's name.
[AGENT][NEUTRAL] ML8
[CUSTOMER][NEUTRAL] Member's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that Newe does have an active policy with us. The effective date of the policy is [PII], and the policy is current.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's current. Oh, OK, um, it's because we have a, a claim, um, in this case, could you please provide me the PO box where we can send claim?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. That is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, that is PO [PII].
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 950
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oklahoma [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Oklahoma.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK, thank you. What is the timely filing?
[AGENT][NEGATIVE] We don't have a timely filing limit.
[CUSTOMER][NEUTRAL] We don't have
[CUSTOMER][POSITIVE] Oh, OK, understood. Well, thank you. I really appreciate your assistance today.
[AGENT][POSITIVE] Well, you're very welcome, Ms. [PII]. Is that everything I can help you with?
[CUSTOMER][POSITIVE] Well, you're very welcome, Mrs.
[CUSTOMER][POSITIVE] Uh, no, that would be all. Thank you very much for your help appreciate it.
[AGENT][POSITIVE] Well, you have a good evening and thank you for calling APL.
[CUSTOMER][POSITIVE] good evening and thank you for calling. Bye bye. Thank you. You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.