AccountId: 011433970860
ContactId: 0a2c183b-a33f-41b0-9aaa-a0561a54617b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 71077 ms
Total Talk Time (CUSTOMER): 40828 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/0a2c183b-a33f-41b0-9aaa-a0561a54617b_20250311T15:20_UTC.wav
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[AGENT][NEUTRAL] For contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just wanted to verify eligibility benefits.
[AGENT][POSITIVE] I can certainly help with eligibility and benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh, this is [PII] LSU Healthcare Network.
[AGENT][NEUTRAL] Yeah, thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 01888810.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But [PII], I can't pronounce it, [PII]
[AGENT][POSITIVE] OK, thank you. And
[AGENT][NEUTRAL] His date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. I do have to ask for a callback number please, [PII] that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now [PII], this is a secondary or gap insurance and it's meant to pick up the deductible, co-payment or co-insurance from their major medical. It went into effect on [PII]. It is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now you mentioned wanting to know about benefits and I'm just waiting for that then.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] No, well, as long as it's a gap that's fine.
[AGENT][POSITIVE] Oh, good. OK.
[CUSTOMER][NEUTRAL] I just need to really know if it was primary secondary so.
[AGENT][NEUTRAL] Uh, no, this is, uh, well, excuse me just a moment, please. I'm sorry. This, I'm having trouble with my computer. It's uh it's I'm, I'm sorry. Excuse me just a moment here.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Cause I'm not sure
[AGENT][NEUTRAL] [PII], I apologize. His policy lapses of [PII]. It's, it was showing active and then I, and then I clicked on to the next screen and now it's showing that it that it was, uh, as of [PII], it's not active. So I do apologize. He no longer has the policy with us and I don't see another one that is, uh, active, so he doesn't have one with us anymore.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting APL. You have a very good day.