AccountId: 011433970860
ContactId: f9b6eebf-ae52-4202-9ae0-e0339d950cc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134399 ms
Total Talk Time (AGENT): 71578 ms
Total Talk Time (CUSTOMER): 47869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/f9b6eebf-ae52-4202-9ae0-e0339d950cc6_20250606T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Aetna Ambulance. I'm calling to verify date of eligibility and where to mail a claim to for a patient that we transported.
[AGENT][NEUTRAL] Sure, OK, yes, I can get that eligibility date for you and then our mailing address. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] 02567970
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active, effective date was [PII].
[AGENT][NEUTRAL] And then I've got a uh mailing address fax number and a pair ID I can give you.
[CUSTOMER][NEUTRAL] OK, I just, uh, I need the mailing address first, like the who and the the where and then the payer ID would be great please.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Absolutely, yes, of course, so this is American Public Life or APL uh our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Correct, and that is in [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] OK, and then the payer ID please?
[AGENT][NEUTRAL] Mhm that is 60801.
[CUSTOMER][POSITIVE] 60801. Perfect. Thank you so much. You've been a great help.
[AGENT][POSITIVE] Yes, of course, yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] That's, that's it. You've been a great help. Thank you.
[AGENT][POSITIVE] Alrighty well thanks appreciate it yeah have a great rest of your day bye bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.