AccountId: 011433970860
ContactId: bdd28c4b-43b1-4c33-8f9d-73e84044031c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159679 ms
Total Talk Time (AGENT): 58268 ms
Total Talk Time (CUSTOMER): 52108 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/bdd28c4b-43b1-4c33-8f9d-73e84044031c_20250619T15:25_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Novat Medical Group, and I need to verify eligibility on a patient.
[AGENT][POSITIVE] OK [PII], I can help you with that. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, that's 00964740.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing eligibility?
[CUSTOMER][NEUTRAL] Um, yes, as of the moment, yes.
[AGENT][NEUTRAL] OK. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK, and she is the spouse on the policy with [PII] being the subscriber?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, is there any network that they through or is it just strictly gap?
[AGENT][NEUTRAL] It's just strictly that we do not have a network it uh coordinates with their primary.
[CUSTOMER][NEUTRAL] OK and um is there a group number?
[AGENT][NEUTRAL] 16048.
[CUSTOMER][NEUTRAL] OK, and I have American Public Life Insurance Company as the insurance, um, do you have the billing address?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Electronic payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, and as far as because of the gap there would be no copays correct?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright, do you have reference numbers?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, that'll be it. Thank you. I appreciate your time.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye