AccountId: 011433970860
ContactId: efa4edc9-0403-4658-bd8b-2d985a89845e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245250 ms
Total Talk Time (AGENT): 92819 ms
Total Talk Time (CUSTOMER): 81290 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/efa4edc9-0403-4658-bd8b-2d985a89845e_20250428T21:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. My last initial of my name, and [PII]. This call regarding eligibility details. Could you please help me?
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Callback number, it will be [PII] direct line.
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Uh, yes, I have.
[CUSTOMER][NEUTRAL] That is 02606091.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] [PII] is still active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Could you please provide me the mailing address?
[AGENT][NEUTRAL] Yes, that is [PII]. Yes, [PII].
[CUSTOMER][NEUTRAL] For claim
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Will be the word.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Could you please uh spell out the word?
[AGENT][NEUTRAL] Yes, so it's [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII], um.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] OK, just a second.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Just a minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hm, [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII]. OK, got it.
[CUSTOMER][NEUTRAL] Mm, is there any attention?
[AGENT][NEUTRAL] Uh, it would be claims department.
[CUSTOMER][NEUTRAL] If there is any fax?
[AGENT][NEUTRAL] Yes, um, that is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is there any electronic payer ID?
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][NEUTRAL] What will be the timely finding limit for claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEGATIVE] No timely filing limit.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Just a minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you for asking. Thank you for assistance. OK, bye, take care. Have a nice day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Thanks for calling APL you too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.