AccountId: 011433970860
ContactId: f7e1038c-c38e-4a25-816a-ddbefad13c08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174130 ms
Total Talk Time (AGENT): 54209 ms
Total Talk Time (CUSTOMER): 72279 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/f7e1038c-c38e-4a25-816a-ddbefad13c08_20250324T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Check on a patient to get verification.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Um, do you have a good callback number and what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I don't the only thing we can find on the card is a group number.
[AGENT][NEUTRAL] OK. It doesn't have a policy cert number?
[CUSTOMER][NEUTRAL] I don't see a policy. I didn't see.
[CUSTOMER][NEUTRAL] Did it have let me see, she's looking, yeah, that was the problem I couldn't.
[AGENT][NEUTRAL] He certificate.
[CUSTOMER][NEUTRAL] Let's see, it says.
[CUSTOMER][NEUTRAL] What I do? Um.
[CUSTOMER][NEUTRAL] As a payer ID.
[CUSTOMER][NEUTRAL] Um, group number, I don't, do you see a policy number?
[AGENT][NEUTRAL] Or a certificate number?
[AGENT][NEUTRAL] If not, we can try the social.
[CUSTOMER][NEUTRAL] I see a certificate number.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] So the certificate number is for N.
[CUSTOMER][NEUTRAL] The outpatient, the outpatient benefit, it is 02502543ML.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] OK, thank you. Um, let's see. So who is your patient, uh, name and date of birth?
[CUSTOMER][NEUTRAL] Her name is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] OK, and you were just needing, do you need benefits and eligibility or just eligibility?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, it's not a guaranteed payment based outline.
[CUSTOMER][NEUTRAL] Oh, and a claim address please.
[AGENT][POSITIVE] Uh, it looks like she is effective [PII] and active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can I get a claim address to put in our computer?
[AGENT][NEUTRAL] Yes, it's APL claims. It's PO Box 248,950.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's Oklahoma City, Oklahoma.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 73124
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] OK, thank you so much for calling APL have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.