AccountId: 011433970860
ContactId: bb4de2bd-34f9-4c64-8f29-333cf98b3900
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97129 ms
Total Talk Time (AGENT): 40058 ms
Total Talk Time (CUSTOMER): 46099 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/bb4de2bd-34f9-4c64-8f29-333cf98b3900_20250610T18:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. I'm trying to verify a patient's insurance.
[AGENT][NEUTRAL] OK, I can verify eligibility and or benefits for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02443509 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops? Excuse me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, I show his effective date is [PII], and he is active on the policy.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK perfect and your name again?
[AGENT][NEUTRAL] And what, oh,
[AGENT][NEUTRAL] It's [PII] [PII]
[CUSTOMER][NEUTRAL] OK, um, because we need to submit a claim to you guys, um, he had a procedure done in May and what is your policy on how long a claim can be?
[AGENT][NEGATIVE] Uh, we don't have any timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, let me have my corporate office refile this to you guys now. OK, thank you so much.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL. Have a great day, Miss [PII]. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.