AccountId: 011433970860
ContactId: dbdd7028-e7d2-4f0e-ac1c-4cb463e65802
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267989 ms
Total Talk Time (AGENT): 74789 ms
Total Talk Time (CUSTOMER): 176429 ms
Interruptions: 8
Overall Sentiment: AGENT=1.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/dbdd7028-e7d2-4f0e-ac1c-4cb463e65802_20250606T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning. Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. I'm calling from the provider office to verify eligibility of a member.
[AGENT][POSITIVE] OK, and I do apologize. May I have your name again?
[CUSTOMER][NEUTRAL] OK, I do apologize. Uh, yes, it's [PII] spelled as [PII] and the initial to my last name is [PII].
[AGENT][POSITIVE] Thank you so much [PII]. May I have your callback number as well?
[CUSTOMER][POSITIVE] Thank you so much. May I have your call back number as well? Uh, yes, the callback number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, one second, OK. Uh, [PII] extension with [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. What is your policy number, please?
[CUSTOMER][NEUTRAL] OK, thank you. Um, yes, the policy number would be 02552172.
[AGENT][NEUTRAL] Thank you. Let me just repeat that to verify. I have that as 02552172.
[CUSTOMER][POSITIVE] Thank you, let me just repeat that to.
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Thank you. the patient's name and date of birth. Uh yes, member's name is uh [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you very much for the information, [PII] and again you're calling to verify eligibility. I can certainly help you with that.
[CUSTOMER][NEUTRAL] Thank you very much for the information, [PII]. And again you're calling to verify eligibility. I can certainly help you with that. This was effective as of [PII]. This policy shows active.
[AGENT][NEUTRAL] This number shows effective as of [PII]. This policy shows active.
[CUSTOMER][NEUTRAL] Mm hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh yeah. So the member is active from [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, OK, to go.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much. And uh can I please get a clean mailing address for this one?
[AGENT][NEUTRAL] Of course. One moment please, [PII].
[CUSTOMER][NEUTRAL] Of course, one moment please.
[AGENT][NEUTRAL] OK. Claims will be sent to APL claims.
[CUSTOMER][NEUTRAL] OK, clients will be sent to APO claims.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], thank you. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII] thank you [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. So, let me repeat that. It's [PII], right?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII], uh, OK, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, OK, thank you so much. And can I also get a, a payer ID for this?
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And can I also get a claim timely filing?
[AGENT][NEGATIVE] There is no timely filing?
[CUSTOMER][NEUTRAL] There's no tele.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no timely filing that means we can submit any time we want, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance and you can, can you please help me spell out your name for me please?
[AGENT][NEUTRAL] You're welcome. My name is spelled [PII]
[CUSTOMER][NEUTRAL] You're welcome. My name is spelled [PII] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. And do we have a call reference number for this one?
[AGENT][NEUTRAL] We do not use call reference numbers, [PII]. You can use my name and today's date.
[CUSTOMER][NEUTRAL] We cannot use call reference number gym you can use my and today's date, OK.
[CUSTOMER][POSITIVE] And today's date. OK, thank you so much for your assistance again and you have a great day.
[AGENT][POSITIVE] And thank you for calling AP. You have a great day as well. Take care.
[CUSTOMER][POSITIVE] thank you for calling have a great day as well. You take care. Take care bye bye.
[AGENT][NEUTRAL] Bye.