AccountId: 011433970860
ContactId: bf5a91dd-cd86-45e7-bcad-999b6f79333a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168380 ms
Total Talk Time (AGENT): 54881 ms
Total Talk Time (CUSTOMER): 73431 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/bf5a91dd-cd86-45e7-bcad-999b6f79333a_20250317T13:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] from the provider office to obtain the eligibility information of patient health insurance.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Sure, it is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Just give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So we have the policy number as 202483111. I don't know if it's correct or not.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK. First name is [PII]. First name and last name, there are two last names.
[CUSTOMER][NEUTRAL] First is [PII], and the second is [PII]
[CUSTOMER][NEUTRAL] And for the date of birth, we have [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. That's the correct policy number and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK, it's for outpatient. Could you please help me with the group number?
[AGENT][NEUTRAL] Um, yes, ma'am. The group number is, let's see.
[AGENT][NEUTRAL] The group number is 26426.
[CUSTOMER][NEUTRAL] Jo
[CUSTOMER][NEUTRAL] OK. Thank you so much. And the billing address will be [PII], correct?
[AGENT][NEUTRAL] Just
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And billing OK, pay ID electronic payer ID.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for the information. Just a moment. And your name?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thank you so much for the information. Have a great day, bye.