AccountId: 011433970860
ContactId: d7efe959-8d03-4ac4-bc74-dea54870e4cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198279 ms
Total Talk Time (AGENT): 93978 ms
Total Talk Time (CUSTOMER): 55049 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d7efe959-8d03-4ac4-bc74-dea54870e4cc_20250109T14:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] This is [PII] from the provider office to obtain the eligibility information of patient.
[AGENT][NEUTRAL] OK, I'll be glad to help you, but I am so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, [PII]. All right, [PII], I got it that time. I'll be glad to help you now go ahead and give me a good policy number, [PII].
[CUSTOMER][NEUTRAL] 02473335 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now, while I'm pulling this up, I need a good return telephone call number.
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you for all that information. Now your patience, name and date of birth today for me.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Alright it looks like.
[AGENT][NEUTRAL] He is a dependent child on this medical supplemental plan. I do show the original effective date as [PII], patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yeah, thank you. And could you please confirm me the subscriber name? It is [PII].
[AGENT][NEUTRAL] OK, now say that one more time, [PII].
[CUSTOMER][NEUTRAL] It is [PII], the subscriber name.
[AGENT][NEUTRAL] Yes, Caesar is the insured, yes.
[CUSTOMER][POSITIVE] OK, thank you so much for that information. One more thing, the patient is a termination date for this plan?
[AGENT][NEUTRAL] No, patient is active, not terminated.
[CUSTOMER][NEUTRAL] OK. And could you please help me with the billing address for your work in zip code?
[AGENT][NEUTRAL] Yes, well, our mailing address is to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] We're in [PII], [PII].
[AGENT][NEUTRAL] And our zip is [PII], I'm sorry, what was that, [PII]?
[CUSTOMER][NEUTRAL] And what is the electronic?
[CUSTOMER][NEUTRAL] Electronic already.
[AGENT][NEUTRAL] do you want our electronic payer ID number?
[CUSTOMER][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] Yes, 60801.
[CUSTOMER][NEUTRAL] And this is a commercial plan?
[AGENT][NEUTRAL] I'm sorry, what was your question, [PII]? I can barely hear you.
[CUSTOMER][NEUTRAL] Is it a commercial plan?
[AGENT][NEUTRAL] Commercial plan. This is a medical supplemental plan.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information. Can I have your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much. Have a great day