AccountId: 011433970860
ContactId: f5d8a049-b3c5-4b1a-ba6d-35784631e98a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160339 ms
Total Talk Time (AGENT): 84175 ms
Total Talk Time (CUSTOMER): 40238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/f5d8a049-b3c5-4b1a-ba6d-35784631e98a_20250529T18:57_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] Yes, I was trying to check on coverage for a patient and see what the effective and term date was and the claims mailing address.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and the claims mailing address. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII], and my phone number is [PII].
[AGENT][NEUTRAL] Thank you. And then may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 02477821.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And this is for the medical policy, correct?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, so I'm showing the policy is no longer active. Um, it was effective from [PII], and there was no um other medical policy with us after that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And mhm.
[AGENT][NEUTRAL] Oh, I'm sorry, um, and then our claims mailing address is um [PII].
[CUSTOMER][NEUTRAL] Oh go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm glad I double checked. It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] And there's a payer ID as well if you need it.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] It's 64556.
[CUSTOMER][NEUTRAL] And what's the time limit to file claims?
[AGENT][NEUTRAL] Um, there's no timely filing as long as the policy was active on the data service, you can file at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, then was
[CUSTOMER][POSITIVE] Alright I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a good day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.