AccountId: 011433970860
ContactId: f0f1a07a-9a6b-461c-a6b3-17078f065430
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129529 ms
Total Talk Time (AGENT): 57264 ms
Total Talk Time (CUSTOMER): 44919 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/f0f1a07a-9a6b-461c-a6b3-17078f065430_20250521T16:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from a provider's office to check eligibility for a patient.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, contact number is [PII].
[CUSTOMER][NEUTRAL] And that policy number is 01943438M as in Mary, L as in Lima and the number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And can you, and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Thank you and what is the fax number to submit claims?
[AGENT][NEUTRAL] Hold on one moment. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you and do you know, do you know the timely filing to submit claims?
[AGENT][NEUTRAL] So there's no timely filing as long as the policy is active, you can submit the claim at any time.
[AGENT][NEUTRAL] As long as it was active on the data service, let me specify that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect, do you have a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and again that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much [PII] hope hope you have a good rest of your day.
[AGENT][POSITIVE] Thank you, [PII]. You also, is there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.