AccountId: 011433970860
ContactId: eef06722-2991-4419-8717-43885d2fa2e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367359 ms
Total Talk Time (AGENT): 117046 ms
Total Talk Time (CUSTOMER): 121292 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/eef06722-2991-4419-8717-43885d2fa2e3_20250310T18:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. This call is regarding on patients eligibility and where to submit the claims. That's it.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility and address. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Callback number [PII] direct one, no extension.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, patient's policy number 02572501.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, is it for [PII] or is it for the main holder? You're giving me two different things.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh [PII] So if uh do you have the main
[AGENT][NEUTRAL] What is her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII]. It's uh her daughter, I think so. [PII] will be the mother, like the policy holder if I'm not wrong, subscriber.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, the main holder is not that name. [PII] is not that birthday, uh, so I need information that matches.
[AGENT][NEUTRAL] Can you check again with the date of birth of [PII]? Mhm.
[CUSTOMER][NEUTRAL] So what is not matching? Hold on, hold on, hold on, the name is first name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the correct date of birth for [PII]? The [PII]'s date of birth is not, mm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]. This is what I have.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] That's not correct.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Let me check, give me a minute if I have anything else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is not the date of birth you said, right? Hold on.
[AGENT][NEUTRAL] Not for [PII], mhm.
[CUSTOMER][NEUTRAL] OK, give me a minute let me check what I have, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII], who is [PII] now? [PII] is his dad.
[CUSTOMER][NEUTRAL] Give me a minute.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, this is only the one date of birth. I have [PII]. Do you have [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]. Either it's [PII] or [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm. You have to call and get that information verified with the member with the patient you're trying to see because that's not matching.
[CUSTOMER][NEUTRAL] Uh, subscribers.
[CUSTOMER][NEUTRAL] OK, both of the data services are not matching.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] So we need the correct date of birth. We need the correct date of birth for [PII].
[CUSTOMER][NEUTRAL] Uh, that's a big.
[CUSTOMER][NEUTRAL] Uh, fine for me. Can you just help me out where to submit the claims? That's it, claim mailing address.
[AGENT][NEUTRAL] OK. The address to submit claims is [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, spell your name for me.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] And call reference number any?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Sure, sure, that's it. Thank you so any payer ID?
[AGENT][NEUTRAL] Um, we do have a payer ID, but depends on the, uh, type of policy they have. We need, um, either fax or mail.
[AGENT][NEUTRAL] But I can give it to you just for your records.
[CUSTOMER][POSITIVE] No issue at all, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's 60801.
[CUSTOMER][POSITIVE] 60 that's it thank you thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No thank you thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.