AccountId: 011433970860
ContactId: c63416e0-2405-4a60-bffc-322036433654
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140139 ms
Total Talk Time (AGENT): 60946 ms
Total Talk Time (CUSTOMER): 56545 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c63416e0-2405-4a60-bffc-322036433654_20250516T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from provider's office and uh I need to know the eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] Of the member's plan
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. Uh, policy number is 1246452 M as in Mike L4.
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII] and the extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Um, showing that policy number you gave, it terminated on [PII], and he does have a current policy, and I'll give you that number when you're ready.
[CUSTOMER][POSITIVE] Yes, go ahead please.
[AGENT][NEUTRAL] OK, it's 142227-7.
[CUSTOMER][NEUTRAL] I'll repeat again. It's 1422277. Is this correct?
[AGENT][NEUTRAL] Correct. Uh, that is correct. Uh, and the effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please help me uh the correct payer ID as well and the timely filing limit to submit the claim?
[AGENT][NEUTRAL] Uh, there's no time limit to submit and the payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801 OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And could you please help me with your name spelling and the call reference number?
[AGENT][NEUTRAL] Uh, name is spelled [PII], and as far as call reference, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Oh it's
[CUSTOMER][POSITIVE] Thank you, thank you very much for the information provided. Have a good day bye bye.
[AGENT][POSITIVE] You're welcome. You too, thank you for calling APL bye.
[CUSTOMER][POSITIVE] Thank you bye bye.