AccountId: 011433970860
ContactId: febb5f49-9e3c-4e8a-bb08-c0565f8e03e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238419 ms
Total Talk Time (AGENT): 136556 ms
Total Talk Time (CUSTOMER): 91480 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/febb5f49-9e3c-4e8a-bb08-c0565f8e03e8_20250122T13:46_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] with our Lady of the Lake Physicians Group, and I need to verify eligibility dates and a claims address on a patient's medical policy.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII], and what is a good callback number?
[CUSTOMER][NEUTRAL] Direct line is [PII].
[AGENT][POSITIVE] Thank you, [PII]. Are you down there in all that snow?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 7 degrees in [PII]. I am froze.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] That's just wrong, isn't it?
[CUSTOMER][NEUTRAL] Oh, we
[CUSTOMER][NEUTRAL] It is. We had 9 inches of snow. It's beautiful, but it needs to go, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 9 inches.
[AGENT][NEGATIVE] Now, see, we're here in, in [PII] uh, up around [PII] area. So we didn't get anything, just the cold and I was like, you know, it's just wrong just to have cold. Why can't we have something pretty to look at?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But 9 inches, I don't know that I want 9 inches.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] I don't think I've ever seen 9 inches.
[CUSTOMER][NEUTRAL] It got, it got like 9 or 10 in [PII]. I was shocked about that.
[AGENT][POSITIVE] That is crazy. Wow.
[CUSTOMER][NEUTRAL] It is
[AGENT][POSITIVE] Well, the pictures have been beautiful.
[CUSTOMER][NEGATIVE] Yeah, I imagine they are. I had to get out and shovel my steps off yesterday. I wasn't happy camp.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, that's, yeah, I wouldn't have been either. I'd be like.
[AGENT][NEUTRAL] Yeah, I, I prefer the warmth. Sorry, I'm too old for cold anymore.
[CUSTOMER][POSITIVE] Oh girl, I'm the same way. I am so ready for this to be over with, but when the heat comes, I'm ready for the cold.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] I know, and we just want it perfect, that's all.
[CUSTOMER][POSITIVE] Yes, just get, just give us spring and fall I mean.
[AGENT][NEUTRAL] That's right. Is that too much to ask.
[AGENT][NEUTRAL] I reckon we'll take whatever the good Lord sends us, right?
[CUSTOMER][POSITIVE] Yes indeed.
[AGENT][POSITIVE] Well, what is that policy number? I'll be happy to assist you today.
[CUSTOMER][NEUTRAL] It's 764184.
[AGENT][NEUTRAL] Thank you, [PII], and the, the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you. And I can help you with this eligibility. This policy
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is active, effective date is [PII].
[CUSTOMER][POSITIVE] Wow, OK.
[CUSTOMER][NEUTRAL] They're current, um.
[AGENT][NEUTRAL] And yeah, and you were needing.
[AGENT][NEUTRAL] Claim submission address?
[CUSTOMER][NEUTRAL] Uh, let's see here, yes, I just need to verify the address and a group number. Do they have a group number?
[AGENT][POSITIVE] Yeah, I can get that for you.
[AGENT][NEUTRAL] The group number is.
[AGENT][NEUTRAL] 11372.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and the claims address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the zip code is [PII], and [PII] claims can also be faxed directly to our claims department.
[CUSTOMER][NEUTRAL] Uh, the, OK, and what's that fax number?
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and that does come straight to our claims department.
[CUSTOMER][NEUTRAL] OK, and can I get your name again? I just totally forgot it. We got to talking.
[AGENT][NEUTRAL] Sure, not a, not a problem. My name is [PII]. And if you need a reference number, it would be my name and today's date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Well, thank you, [PII]. You have an awesome day today. Try to stay warm.
[AGENT][POSITIVE] I hope you do too, [PII]. You, you too, you're colder than I am right now.
[AGENT][POSITIVE] Stay warm and I hope you have a great day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Ta