AccountId: 011433970860
ContactId: b638f460-32fc-4548-8cb5-d93059bf3f44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369920 ms
Total Talk Time (AGENT): 124009 ms
Total Talk Time (CUSTOMER): 143277 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b638f460-32fc-4548-8cb5-d93059bf3f44_20250602T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from the office. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, very well, thank you for asking. Uh, I need the member eligibility.
[AGENT][NEUTRAL] I can help you with eligibility. Can you spell out your name for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. It's spelled like [PII].
[AGENT][NEUTRAL] And what's a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] That is just give me a second it's.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah. 01699475 M as in Mary, L as in Lima.
[CUSTOMER][NEUTRAL] Number 8.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It looks like this policy has an effective date of [PII].
[AGENT][NEUTRAL] This policy lapsed or it ended on [PII].
[CUSTOMER][MIXED] OK. [PII], but it is no longer active.
[AGENT][NEUTRAL] They do have a new.
[AGENT][NEUTRAL] Correct, but they do have a, a new policy with us.
[AGENT][NEUTRAL] Would you like that policy number?
[CUSTOMER][POSITIVE] OK, got it. Thank you so much for for that. Yeah, please provide me that.
[AGENT][NEUTRAL] OK. It's 02.
[AGENT][NEUTRAL] 47
[AGENT][NEUTRAL] 30
[AGENT][NEUTRAL] 11
[AGENT][NEUTRAL] And that policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To current
[AGENT][NEUTRAL] Yes, sir, it is active.
[CUSTOMER][POSITIVE] OK, thank you so much and it's 02473011.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Good. Thank you so much for this. And
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Just give me a, yeah. What's the payer ID number?
[AGENT][NEUTRAL] It's 60, it's 60.
[CUSTOMER][NEUTRAL] For claim submission.
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes. In 9.
[CUSTOMER][NEUTRAL] Exist in my system. By any chance, do you have any fax number because
[CUSTOMER][NEUTRAL] It looks like that this variety is not add in my system and it will take time to process.
[AGENT][NEUTRAL] OK. Our fax number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 87736
[CUSTOMER][NEUTRAL] 59423.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. And uh please verify that you accept the fax claims.
[AGENT][NEUTRAL] Yes we do um you'll put attention claims department.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Yeah, thank you. Oh, got it. Thank you so much and.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What is the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII], right?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] What's the reference number for this call for the documentation?
[AGENT][NEUTRAL] So we don't have reference numbers, so you can use my name and last initial in today's date.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] How do you spell your first name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the last name of your name?
[AGENT][NEUTRAL] And the last initial is [PII].
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][POSITIVE] Yes. Thank you so much. Have a great day.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Take care.
[CUSTOMER][NEUTRAL] Yeah