AccountId: 011433970860
ContactId: f4f84b49-5355-43c1-acc1-4eed3bb2f0cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170330 ms
Total Talk Time (AGENT): 82437 ms
Total Talk Time (CUSTOMER): 54038 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/f4f84b49-5355-43c1-acc1-4eed3bb2f0cd_20250228T19:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], my name's [PII] calling from uh Kaiser Permanente. Just calling to check on eligibility for a patient that was seen in our ER yesterday.
[AGENT][POSITIVE] It would be a pleasure to assist you with that eligibility, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't know if I could give you my phone number either.
[AGENT][NEUTRAL] I'll be
[AGENT][POSITIVE] I know it would be a pleasure. What is that policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, I have ID number 2560005.
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] For [PII] [PII].
[AGENT][POSITIVE] All right, and it would be a pleasure to assist you with that eligibility. I'm showing that Guadalupe's policy is active. Effective date is [PII].
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me just verify I have claim mailing address [PII].
[AGENT][NEUTRAL] Now that is our address um you can send it to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and that goes.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that one more time?
[AGENT][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that goes to the multi-plan repricing and then they forward the medical claim to us if you're a multi plan provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then what was the zip code?
[AGENT][NEUTRAL] I'm so sorry. I didn't give that to you, did I? I'm sorry. It's [PII].
[CUSTOMER][NEUTRAL] And that's uh APL American Public Life.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And is there a call reference number for our call?
[AGENT][NEUTRAL] It's gonna be my name in today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Alright perfect thank you so much [PII] for your help you have a great day.
[AGENT][POSITIVE] Hope you have a great day as well. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you bye bye now.
[AGENT][NEUTRAL] Bye-bye.