AccountId: 011433970860
ContactId: d24e7616-51e0-48d3-8583-8c506d1f0c18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156660 ms
Total Talk Time (AGENT): 69127 ms
Total Talk Time (CUSTOMER): 44634 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/d24e7616-51e0-48d3-8583-8c506d1f0c18_20250428T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] from the provider office to obtain the eligibility information of patient health insurance.
[AGENT][NEUTRAL] OK, I could check that eligibility for you. Um, I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Got it thank you. Uh, can I get a good call back number from you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02538.
[CUSTOMER][NEUTRAL] 221 M as Mary, L as Lima, number 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, the member ID I have provided you is the correct for billing?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. And what is the electronic pay ID?
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] And billing address?
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Thank you. And what is the group ID?
[AGENT][NEUTRAL] Oh, give me just a moment let me get that for you.
[AGENT][NEUTRAL] That group number is 20055.
[CUSTOMER][NEUTRAL] 20055. And this is a commercial plan, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. And can I have your name?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] Thank you. No, thanks.