AccountId: 011433970860
ContactId: c491d2a8-4d4c-4fa5-b623-d7f815e96350
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198679 ms
Total Talk Time (AGENT): 63861 ms
Total Talk Time (CUSTOMER): 71644 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/c491d2a8-4d4c-4fa5-b623-d7f815e96350_20250207T17:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] One, this is [PII], and I'm checking patients eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] I'm sorry, let me repeat. 025026.
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, and thank you, [PII]. Verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, and you say you're calling to verify eligibility, correct?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the mailing address or any other form to submit claims.
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. Policy is active, and when you're ready, I can give you the mailing address for claims.
[CUSTOMER][NEUTRAL] Uh, yeah, I do have one address. Can I just confirm with you? It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] MS [PII]
[AGENT][NEUTRAL] Uh, that address has changed, so I can give you the current mailing address when you're ready.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] One here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the address is [PII]. Is there any payer ID, payer ID?
[AGENT][POSITIVE] Correct, yes, sir.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 801 and do you accept claims for tax?
[AGENT][NEUTRAL] Uh, yes, our fax number is [PII].
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][POSITIVE] Yeah, thank you, thank you. That's all the information I'll, I'll forward that in.
[AGENT][POSITIVE] OK. Uh, thanks for calling APL, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye