AccountId: 011433970860
ContactId: 04c04601-4c4e-4776-8cdd-82cb69d61a50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104500 ms
Total Talk Time (AGENT): 58359 ms
Total Talk Time (CUSTOMER): 39812 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/04c04601-4c4e-4776-8cdd-82cb69d61a50_20250217T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] I'm calling from a facility. I wanted to verify if the patient is eligible and is it in-network with our plan, please.
[AGENT][NEUTRAL] Sure, I could check eligibility, uh huh.
[AGENT][POSITIVE] Of course we can get that checked out. uh, [PII], can I get a good call back number for you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] One moment please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have 02061687.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And so this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays. Uh, so as it is dependent on major medical, it does not have its own set network. If their major medical is willing to pay, this policy can. If they don't, then this policy can't.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK, and we are in network with the primary, um, that was all [PII] do you use, can I have the first initial to your last name please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure it's [PII] and if you needed a reference number it just would be my first name, last initial and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. I appreciate your help. You have a great day.
[AGENT][POSITIVE] Of course, yeah, thanks for an APL you too bye bye.