AccountId: 011433970860
ContactId: 09f27cef-6535-4707-a9a3-3243f8b52edc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195419 ms
Total Talk Time (AGENT): 31732 ms
Total Talk Time (CUSTOMER): 63252 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/09f27cef-6535-4707-a9a3-3243f8b52edc_20250424T14:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from [PII]'s office.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, yes, definitely. Uh, I just want to confirm the eligibility of the patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, my callback number was [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and it's a direct line?
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's um one moment.
[CUSTOMER][NEUTRAL] Yes, it's 025.
[CUSTOMER][NEUTRAL] 01611
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name was [PII].
[CUSTOMER][NEUTRAL] Date of birth was [PII].
[AGENT][NEUTRAL] Uh, looks like the policy is effective [PII] and it's currently active, no term date.
[CUSTOMER][NEUTRAL] 01 moment.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, one moment, [PII], please wait one moment.
[CUSTOMER][NEUTRAL] He told me that uh
[CUSTOMER][NEUTRAL] Could you please tell me if that uh Americans insurance is the primary or secondary insurance?
[AGENT][NEUTRAL] Uh, this is a secondary policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] One moment, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII], could you please confirm the primary insurance for this patient who's the primary insurance?
[CUSTOMER][NEUTRAL] Hello, [PII]. Can you hear me?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you. Could you please confirm the, what is the primary insurance for this patient?
[AGENT][NEUTRAL] It looks like it's Florida blue.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So the BCPs of Florida is a primary insurance.
[AGENT][NEUTRAL] Yeah, I I show Florida Blue.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes, [PII]. I'm sure. Uh, can you tell me the call reference number?
[AGENT][NEUTRAL] A call reference number is my name is [PII], and today's date.
[AGENT][NEUTRAL] Anything else
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much for your information. Have a great day. Bye for now, [PII].
[AGENT][POSITIVE] Hey thank you for calling APLU as well.