AccountId: 011433970860
ContactId: ca6bc7f3-7017-41cd-a40f-1e44b673c4d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205139 ms
Total Talk Time (AGENT): 88644 ms
Total Talk Time (CUSTOMER): 69648 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/ca6bc7f3-7017-41cd-a40f-1e44b673c4d7_20250429T15:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name's [PII]. I'm calling from Cape Canaveral Hospital. I'm trying to verify eligibility for patients so I can bill this claim as secondary.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, the policy number they provided cause I'm not sure if it's correct, all they gave me was 21022.
[AGENT][NEUTRAL] Yes, um, let me pull that as a group. OK, one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's the last name of the patient?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] It is um [PII]
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] All right. Thank you, Miss [PII]. Let me know when you're ready and I can provide you the correct policy number.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, the correct policy number is 01.
[AGENT][NEUTRAL] 96.
[AGENT][NEUTRAL] 72
[AGENT][NEUTRAL] 05.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm looking at data service 2325.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, the effective date on the policy is [PII]. It is active at the moment.
[AGENT][NEUTRAL] This is a secondary policy.
[CUSTOMER][POSITIVE] OK, thank.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. I appreciate it. I will get this claim built out with the primary remit attached.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK, do you need any other information, the address or fax number or anything like that?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I actually, let me verify the claims address. Is it the [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, that's an old address.
[CUSTOMER][NEUTRAL] OK, what's that?
[AGENT][NEUTRAL] OK, the correct address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me know when you're ready for the zip code. OK, zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I got that updated and I will get this claim billed out. I thank you for helping me. I appreciate it.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK.