AccountId: 011433970860
ContactId: 0653edc5-46e5-4722-be41-eac8bf9f886b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191399 ms
Total Talk Time (AGENT): 71860 ms
Total Talk Time (CUSTOMER): 72715 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/0653edc5-46e5-4722-be41-eac8bf9f886b_20250429T19:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Mayo Clinic. I'm looking for patients eligibility. Can you please help me with that?
[AGENT][POSITIVE] Yes, I can help with that. [PII] what is your callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] I'm so sorry, [PII]. Can you repeat that for me?
[CUSTOMER][NEUTRAL] Yes, sure, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number for this patient is 01881567.
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, the patient's name is Ms. [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information, [PII]. I have it pulled up and you're calling to verify eligibility. I can certainly help you with that. Now with this particular policy, it shows that term as of [PII]. Let me check to see if there's an active policy on file. One moment please, bear with me.
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK, I was able to locate an active policy. Let me provide the information to you please when you're ready.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the policy number is 02473154.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So it's 02473154, is that right?
[AGENT][NEUTRAL] That is correct, yes, and this policy shows effective as of [PII] and shows current.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Oh, OK, perfect. So April.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And is this a secondary plan?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or a primary plan.
[AGENT][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] Secondary to Blue Cross Blue Shield, right?
[AGENT][NEUTRAL] We do not coordinate benefits but we are a secondary payer.
[CUSTOMER][NEUTRAL] All right, thank you so much, [PII]. And so, can you please help me with your, in your last name and also call reference number for today.
[AGENT][NEUTRAL] OK, the initial to my last is L like Lima, and we do not provide a reference number, [PII]. You can use my name in today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help, [PII]. Uh, that's it for now and thank you so much for your help. You have a great day.
[AGENT][POSITIVE] You as well, [PII]. Thank you for calling APL. Take care bye.
[CUSTOMER][POSITIVE] Take care. Bye for now.
[AGENT][NEUTRAL] Bye.