AccountId: 011433970860
ContactId: b33513bf-30f5-4bbe-a7f3-930999defd65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217449 ms
Total Talk Time (AGENT): 40930 ms
Total Talk Time (CUSTOMER): 83114 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/b33513bf-30f5-4bbe-a7f3-930999defd65_20250619T13:58_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on an eligibility of the member.
[CUSTOMER][NEUTRAL] Also this call has been recorded for quality and training purposes. Are you OK with that?
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Yes, I can help you with eligibilityranna. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh yes I do have it's [PII].
[AGENT][NEUTRAL] OK, and the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 024.
[CUSTOMER][NEUTRAL] 94801.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, it looks like the policy is effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it still active?
[AGENT][NEUTRAL] Uh, yes, it does have a future term date of [PII].
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, do you have any timely filing limit?
[AGENT][NEGATIVE] No, there's no timely filing limit.
[CUSTOMER][POSITIVE] OK, sure, no problem. Thank you so much.
[CUSTOMER][NEUTRAL] Can you help me with the call reference number?
[AGENT][NEUTRAL] A call reference number is my name, [PII].
[AGENT][NEUTRAL] First initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you. Actually I do have one more claim with me, [PII].
[AGENT][NEUTRAL] OK, for eligibility?
[CUSTOMER][POSITIVE] Like one more member and I need, yes.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, what's the policy number for the patient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 56458
[AGENT][NEUTRAL] Patient name and date of birth.
[CUSTOMER][NEUTRAL] Member's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] It looks like this policy is active and effective [PII].
[AGENT][NEUTRAL] And there's no term date.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Yeah, that's it. Thank you so much, [PII], for your help.
[AGENT][POSITIVE] Hey thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Bye-bye. Take care.