AccountId: 011433970860
ContactId: de60edce-821b-4ecf-9736-c0867ccee16a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249320 ms
Total Talk Time (AGENT): 68081 ms
Total Talk Time (CUSTOMER): 80579 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/de60edce-821b-4ecf-9736-c0867ccee16a_20250625T16:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Hello. Hi, this is [PII] calling from provider's office. Wanna verify eligibility for a patient. Could you please help me with this?
[AGENT][NEUTRAL] Yes, I can help with the eligibility, and I'm sorry, I missed your name. What was that?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] OK, [PII], and you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, the callback number will be [PII].
[AGENT][NEUTRAL] OK, and the policy number of the patient?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is D as in Denmark 43733347.
[AGENT][NEUTRAL] OK, um, that policy number is for 90 degree benefits, um, but we have some of their policies. I'll have to look it up by last name. Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Uh, yes, the last name of the patient is [PII] E.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] First name is uh [PII] T. uh sorry, [PII] Y.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Uh, just one moment.
[CUSTOMER][NEUTRAL] Sure, sure, sure.
[AGENT][NEUTRAL] OK, you have the patient's date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's date of birth is [PII].
[AGENT][NEUTRAL] And the date of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service as of today.
[CUSTOMER][NEUTRAL] I want to know the effective date as well.
[AGENT][NEUTRAL] Oh, OK, the eligibility, I'm sorry.
[AGENT][NEUTRAL] Uh, it is effective [PII]. Policy is active.
[CUSTOMER][NEUTRAL] OK. And uh what uh what will be the uh claim address?
[AGENT][NEUTRAL] Uh claims address is [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII] then?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK fine. I'm uh I'm uh confirming the PO box once [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and please help me with the electronic pay ID as well.
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thanks. And uh please tell me your name once again.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh please help me with today's call reference number.
[AGENT][NEUTRAL] A call reference is my name and today's date.
[CUSTOMER][POSITIVE] OK, fine, thanks for your help [PII]. That's all for today. Have a good day. Bye bye.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye-bye.