AccountId: 011433970860
ContactId: c1631f8f-05ab-44f0-816a-d66f844493f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189009 ms
Total Talk Time (AGENT): 71459 ms
Total Talk Time (CUSTOMER): 84240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/c1631f8f-05ab-44f0-816a-d66f844493f4_20250430T20:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the office of West Boca Medical Center to check on patients' eligibility. Please advise the call is being recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. What is your callback number?
[CUSTOMER][NEUTRAL] That's [PII] with an extension of [PII].
[AGENT][NEUTRAL] OK, let me just repeat that to you. [PII] with the extension [PII]?
[CUSTOMER][MIXED] The extension is correct, but the phone number is incorrect. I would just repeat it once again for you. That's [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's 233-938-0.
[AGENT][NEUTRAL] OK, that was 233-9380?
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] Thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, the first name is spelled [PII], and the last name is spelled [PII], and the date of birth is on [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification, [PII]. And again, you're calling to verify eligibility. I can assist you with that. Uh, she is the policy holder with an effective date of [PII], and this policy shows active as a supplemental medical.
[CUSTOMER][POSITIVE] Perfect, thank you so much for that. And you just said the policy is applied, right?
[AGENT][NEUTRAL] Yes, the policy is currently active.
[CUSTOMER][POSITIVE] Mhm. Perfect. Thank you so much. May I get the change your address, please?
[AGENT][NEUTRAL] Certainly it is [PII] claims [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And is there a group number?
[AGENT][NEUTRAL] Group number, yes, one moment.
[AGENT][NEUTRAL] The group number is 19,330.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, thank you so much and the timely filing me.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] Perfect, thank you so much. And may I get your name on the card reference number for the call, please?
[AGENT][NEUTRAL] OK, we do not provide call reference numbers, [PII]. You can use my name [PII] last initials [PII] and today's date. Anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all for today. Thank you so much for helping me. Have a wonderful rest of the day. Thank you. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mm thank you for calling. Thank you for calling APL. Take care bye bye.