AccountId: 011433970860
ContactId: ca0bda80-9944-4d37-8fd1-c29b3424a0e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147880 ms
Total Talk Time (AGENT): 67443 ms
Total Talk Time (CUSTOMER): 42942 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/ca0bda80-9944-4d37-8fd1-c29b3424a0e7_20250326T19:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from the provider's office. I have to verify eligibility please.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, I can help with that [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm so sorry. What was the 1st 3?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much. What is your policy number, please?
[CUSTOMER][NEUTRAL] I have 01685749.
[AGENT][NEUTRAL] OK, that's 01685749. Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for the verification, [PII], and you're calling just to check eligibility. I can help you with that. Would you need benefits for him as well?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, the member shows effective as of [PII] and this policy shows active.
[CUSTOMER][NEUTRAL] OK, what's the correct mailing address for claims?
[AGENT][NEUTRAL] It is [PII] sorry APL claims [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh oh, I'm sorry.
[CUSTOMER][NEUTRAL] Because I have something different, what is the [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much I really appreciate it
[AGENT][NEUTRAL] You're welcome, [PII]. We also have a fax number and payer ID if you want those as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her payer ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 942-3.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you for calling AP I'll take care bye.
[CUSTOMER][NEUTRAL] Bye bye.