AccountId: 011433970860
ContactId: d81ef987-e40f-4855-8ea5-74e53c41cbf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161279 ms
Total Talk Time (AGENT): 56065 ms
Total Talk Time (CUSTOMER): 56979 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/d81ef987-e40f-4855-8ea5-74e53c41cbf8_20250416T12:16_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check on eligibility for a patient. Could you please help me with that, [PII]?
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. The policy ID is 02584195.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the callback number is [PII] and the extension is [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that and we're just checking eligibility dates correct?
[CUSTOMER][NEUTRAL] Sorry, could you please repeat that?
[AGENT][NEUTRAL] We're just checking eligibility dates, is that correct?
[CUSTOMER][NEUTRAL] Yeah. May I know the effective date of the coverage and the term date, yes.
[AGENT][NEUTRAL] The effective date.
[AGENT][NEUTRAL] OK, so the policy effective date is [PII]. The policy is active at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Yes, uh, may I have the claims mailing address, payer ID, and the timely filing limit, please?
[AGENT][NEUTRAL] No timely filing limit. The mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] City, state of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh sorry. Could you please?
[CUSTOMER][NEUTRAL] Uh, repeat the city name, uh, well, could you please spell the city name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] After that?
[AGENT][NEUTRAL] The state is [PII].
[AGENT][NEUTRAL] The zip code?
[CUSTOMER][NEUTRAL] OK. The [PII], and then?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the payer ID number?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. Uh, may I have the call reference number, please?
[AGENT][NEUTRAL] My name and today's date, [PII], first initial last is [PII] Anything else, ma'am?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for your help. Bye.
[AGENT][POSITIVE] Alrighty, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.