AccountId: 011433970860
ContactId: c1792ae6-a9f2-4abf-b101-ae3522ce6c87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149699 ms
Total Talk Time (AGENT): 71646 ms
Total Talk Time (CUSTOMER): 42922 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/c1792ae6-a9f2-4abf-b101-ae3522ce6c87_20250404T17:54_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[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][NEUTRAL] Sure, I can check eligibility for you [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, we have 02326808.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy. So it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] OK, thank you so much. Member ID is correct what I have provided you.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] What is the group ID?
[AGENT][NEUTRAL] Oh, give me one moment let me get that group number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is 25898.
[CUSTOMER][POSITIVE] OK. Thank you so much. And billing address, please?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK, and what is the electronic pay ID?
[AGENT][NEUTRAL] Yes, that payer ID is 60801.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] 60801. Thank you so much for the information. Can I have your name?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, it's uh [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, thank you so much