AccountId: 011433970860
ContactId: fb13c7cf-ad38-4b77-8d06-3e48d6eb71fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168960 ms
Total Talk Time (AGENT): 38733 ms
Total Talk Time (CUSTOMER): 63648 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/fb13c7cf-ad38-4b77-8d06-3e48d6eb71fc_20250416T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and I'm calling from the provider's office. I want to know about the eligibility of the patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me just doubt uh.
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes. It's 02580615.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient name is [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Uh, I want to know the eligibility of the patient, whether the patient is eligible or not.
[AGENT][NEUTRAL] Oh, OK. Um,
[AGENT][NEUTRAL] Yes, the effective date is [PII]. Policy is currently active.
[CUSTOMER][NEUTRAL] And uh may I know the payer ID, the insurance payer ID number?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] 608
[CUSTOMER][NEUTRAL] I'm so sorry, uh, can you repeat it?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a minute, let me just pull up other details as well.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][POSITIVE] Thank you so much for your help, and may I know your name and the call reference number?
[AGENT][NEUTRAL] A call reference number is my name, [PII] First initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help and have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL you as well.