AccountId: 011433970860
ContactId: e74d9194-4ef7-47f4-9436-161d2e3d7f86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127239 ms
Total Talk Time (AGENT): 43619 ms
Total Talk Time (CUSTOMER): 43024 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/e74d9194-4ef7-47f4-9436-161d2e3d7f86_20250624T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'd like to follow up a claim for a patient, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I can help you with status. Do you have a good call back number? Yes, [PII].
[AGENT][NEUTRAL] OK. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] And you have the
[CUSTOMER][NEUTRAL] Uh yes, 259-550-6.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, data service [PII] and the total fee is 400.
[AGENT][NEUTRAL] OK, it looks like we're waiting on eligibility update from the employer um they send weekly files so, um, which are typically midweek, so right now we haven't received eligibility, so we're just waiting on that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Once we receive it, it will be processed.
[CUSTOMER][NEUTRAL] OK, is that something the member has to do or?
[AGENT][NEUTRAL] Uh, no, the member doesn't have to do anything. It's just, uh, we, we receive weekly eligibility files and we hadn't received it yet for this patient, so.
[CUSTOMER][NEUTRAL] OK, but I can mention to the member like.
[AGENT][POSITIVE] Yes, yeah, absolutely.
[CUSTOMER][NEUTRAL] That the insurance is waiting for.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, what exactly you need from him?
[AGENT][NEUTRAL] Um, it's just verification of the eligibility from the employer.
[CUSTOMER][NEUTRAL] Uh, employer, OK.
[AGENT][NEUTRAL] That their plan is actually
[CUSTOMER][POSITIVE] Alright, I got it. Alright, so let the patient know then all right thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.