AccountId: 011433970860
ContactId: c73c0a38-bf6d-4850-ab14-eee8d1c95bdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185919 ms
Total Talk Time (AGENT): 58420 ms
Total Talk Time (CUSTOMER): 72535 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c73c0a38-bf6d-4850-ab14-eee8d1c95bdf_20250114T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII] calling from the private office of Wea Medical Center. To check on eligibility status of member, please advise this call be recorded and monitored for quality and training purposes.
[AGENT][POSITIVE] All right, [PII], I'm happy to check eligibility today. What is the member's policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] The policy number is 031.
[CUSTOMER][NEUTRAL] 526
[CUSTOMER][NEUTRAL] 94 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you for that. Let me just pull this up here one moment.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And the person's name is [PII], which is spelled as [PII], and the last name is spelled as [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date is [PII].
[AGENT][NEUTRAL] We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you so much for that.
[CUSTOMER][NEUTRAL] Uh, may I get the claim's mailing address, please?
[AGENT][NEUTRAL] Claims mailing address is going to be [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][POSITIVE] OK thank you so much for that and the time limit.
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][POSITIVE] OK perfect thank you so much and uh
[CUSTOMER][NEUTRAL] Uh, may I know the plan type?
[AGENT][NEUTRAL] This is a secondary meddling plan.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] And uh OK, that's all I think so. May I get the policy reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial and today's date. The last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for that for helping me. Have a wonderful day. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.