AccountId: 011433970860
ContactId: ffaf03e9-b3f3-4bb8-b28c-1a6e235ad8df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154070 ms
Total Talk Time (AGENT): 74297 ms
Total Talk Time (CUSTOMER): 74957 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/ffaf03e9-b3f3-4bb8-b28c-1a6e235ad8df_20250131T17:26_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I just want to check the history of the patient. Can you help me, please?
[AGENT][POSITIVE] I can help you with that, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII] and the policy number?
[CUSTOMER][NEUTRAL] 02464971, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure. You need the eligibility for Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] And it would be my pleasure to assist you with that eligibility. I am showing that the policy is active.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 21 [PII].
[AGENT][NEUTRAL] And this is a
[AGENT][NEUTRAL] 24. Yes, ma'am.
[CUSTOMER][NEUTRAL] Pay ID number?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient group number?
[AGENT][NEUTRAL] I can get that for you. Hang on. The group number, [PII] is 80048.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] 80048. Thank you so much. And can you provide me the correct mailing address, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim's mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII]. It's [PII]. Am I correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Can you spell it out?
[AGENT][NEUTRAL] It's.
[CUSTOMER][POSITIVE] I got it, got it, got it, got it, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And zip code is?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much and there is no deductible amount. Am I correct?
[AGENT][NEUTRAL] Anything else?
[AGENT][NEUTRAL] On this policy, this is secondary to her major medical. There is no deductible, co-pay, or co-insurance.
[CUSTOMER][POSITIVE] OK. So thank you so much. Have a nice day. Bye-bye.
[AGENT][POSITIVE] It's my pleasure to assist you with that eligibility, [PII]. Thank you for calling APL. I hope you have a wonderful day as well.
[CUSTOMER][NEUTRAL] Oh.