AccountId: 011433970860
ContactId: f3f8d44c-83d5-4816-adc3-81a1fac88620
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131520 ms
Total Talk Time (AGENT): 43289 ms
Total Talk Time (CUSTOMER): 46423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f3f8d44c-83d5-4816-adc3-81a1fac88620_20250604T18:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Provider soft checking our members eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 025.
[CUSTOMER][NEUTRAL] 65547
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. I'm showing his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] Is active with the secondary or a primary.
[AGENT][NEUTRAL] Is is secondary online?
[CUSTOMER][NEUTRAL] Secondary. OK, do you have any fax number to submit the claim?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] Attention to
[AGENT][NEUTRAL] Claims department
[CUSTOMER][NEUTRAL] Claims department. OK. And uh may I also know what is the time to find able to submit a claim.
[AGENT][NEUTRAL] Uh, there's no time limit to submit.
[CUSTOMER][POSITIVE] Sure, got it. Thank you so much for the information. Can I get a reference number for the call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.