AccountId: 011433970860
ContactId: f831eed7-2de2-4600-bd40-b0a750946a6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102900 ms
Total Talk Time (AGENT): 50330 ms
Total Talk Time (CUSTOMER): 32436 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/f831eed7-2de2-4600-bd40-b0a750946a6a_20250409T18:08_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, my name is [PII]. My last initial is [PII]. I'm calling just to get eligibility for a number.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's [PII]. The policy number is 02455081.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and then can you, can I get you guys claims address?
[AGENT][NEUTRAL] Mhm. So it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and do you have the pay the payer ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][POSITIVE] Alright perfect well I appreciate it and what the schedule do you guys run off of? Are you guys PHCS?
[AGENT][NEUTRAL] PHCS, no, this is their secondary insurance. Um, there's no fee schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, perfect. Well, thank you so much have a good one.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you. Bye-bye.
[AGENT][NEUTRAL] Alright, have a