AccountId: 011433970860
ContactId: 098350df-50c4-403c-8077-ade804dda470
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120319 ms
Total Talk Time (AGENT): 31606 ms
Total Talk Time (CUSTOMER): 66795 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/098350df-50c4-403c-8077-ade804dda470_20250424T14:54_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], this is [PII]. I'm with Saint Francis coordination of Benefits department. I'm calling to verify if coverage is active for a patient and also to see if you require coordination of benefits to be on file. I do need to let you know the entire call is monitored and recorded for quality and compliance purposes.
[AGENT][NEUTRAL] OK, [PII], I can look at that information for you. You said benefits uh for the patient and eligibility?
[CUSTOMER][NEUTRAL] OK [PII], I can look at that information for you. You said benefits uh for the patients.
[CUSTOMER][NEUTRAL] Yes, so I was pretty sure you didn't require coordination of benefits, but I wanted to make sure um if this is a secondary plan only and also to make sure it's active.
[AGENT][NEUTRAL] OK, do you have a good callback number?
[CUSTOMER][NEUTRAL] OK, I do. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] OK thank you. I do. It is 02579330.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, yes, this is a secondary policy, um, so primary has to process first and then, um, submit the EOB with the claim, and then we potentially pick up any co-pay, deductible co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so you don't require coordination of benefits to be on file with you all.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right. I appreciate your help, [PII]. And do you have a reference number?
[AGENT][NEUTRAL] Uh it's just my name and today's date.
[CUSTOMER][POSITIVE] Got you. Thank you so much for all your help. I hope you enjoy your day.
[AGENT][POSITIVE] Thanks for calling APLU as well.
[CUSTOMER][POSITIVE] Thank you bye bye.