AccountId: 011433970860
ContactId: cc5a4673-985f-4bc7-9a5e-b172fc3041bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153830 ms
Total Talk Time (AGENT): 65643 ms
Total Talk Time (CUSTOMER): 47792 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/cc5a4673-985f-4bc7-9a5e-b172fc3041bb_20250319T14:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Proda's office to check on your eligibility. Could you please help me out with that? And also, could you please spell your name?
[AGENT][NEUTRAL] Sure, I can verify eligibility for you. Sure, it's [PII] [PII]. And [PII], what is that policy number, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 018741117.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, that's [PII], sorry, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, that policy number you gave terminated [PII]. However, she does have a current policy and I'll give you that number when you're ready.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, it is 2579327.
[AGENT][NEUTRAL] Effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Just a second.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What will be the time you failing to submit the claim?
[AGENT][NEGATIVE] Uh, we don't have timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And American public life is secondary to secondary, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, this is a secondary supplemental plan, correct.
[CUSTOMER][POSITIVE] OK, got it. Thank you very much for that wonderful assistance. I'll be able to see that today and have a wonderful day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL mail. Bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[CUSTOMER][NEUTRAL] I'm sorry, I just needs to collect the call reference number. Is there any call reference number?
[AGENT][NEUTRAL] Uh, you can use my name in today's date if you like.
[CUSTOMER][POSITIVE] Got it. Thank you very much, [PII], for that wonderful assistance and have a great day.
[AGENT][POSITIVE] You too. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.