AccountId: 011433970860
ContactId: f28b391b-4ad3-4b3d-9979-f3323b32481b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229289 ms
Total Talk Time (AGENT): 92807 ms
Total Talk Time (CUSTOMER): 85247 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f28b391b-4ad3-4b3d-9979-f3323b32481b_20250421T21:57_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office of Saint Mary's Medical Center, Florida. Please call members eligibility and also please be advised you're on a recorded call.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] With the extension [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] So it is 2552915.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and their date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And you said you need eligibility today, correct?
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] All right. Uh, can you please repeat me the effective examination date one more time if you don't mind.
[AGENT][NEUTRAL] The effective. The effective date is [PII].
[AGENT][NEUTRAL] And it is active at the moment.
[CUSTOMER][POSITIVE] Alright, thank you so much and this supplementary plan, right?
[AGENT][NEUTRAL] This is a secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Alright, thank you so much for that, and I hope there's no medi ah I mean group number for this number, right?
[AGENT][NEUTRAL] Yes, and the group number is, let's see, one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's 15185.
[CUSTOMER][NEUTRAL] All right. Thank you so much for that. And uh so can you please provide me the timely fi limit and the claims made in your address?
[AGENT][NEUTRAL] We don't have timely filing limits. The mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. And the zip code is [PII].
[CUSTOMER][NEUTRAL] Ah, ah, I'm sorry, can you please repeat the zip code one more time? [PII].
[AGENT][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you so much for that. And can you please spell your name for my documentation?
[AGENT][NEUTRAL] My name is [PII], that's initial, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, so got it. Thank you so much for that. And we are in the end of the call. Is there any call reference number for today's call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] All right, got it. Thank you so much for helping me and have a wonderful day.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Bye-bye, Mr.
[CUSTOMER][POSITIVE] You too. Take care, bye.
[AGENT][POSITIVE] Yeah, thank you.