AccountId: 011433970860
ContactId: 0fdccfe4-8d68-4951-99b4-03a2f314189b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70339 ms
Total Talk Time (AGENT): 35099 ms
Total Talk Time (CUSTOMER): 28048 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/0fdccfe4-8d68-4951-99b4-03a2f314189b_20250304T18:06_UTC.wav
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[AGENT][NEUTRAL] APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon, [PII]. My name is [PII] calling from CMI North. Um, I wanted to confirm.
[CUSTOMER][NEUTRAL] The patient's insurance is active?
[AGENT][NEUTRAL] We can help with eligibility, [PII]. What's the policy number, please?
[CUSTOMER][NEUTRAL] 01638500, M as in Mary, L as in Larry, number 8.
[AGENT][POSITIVE] I appreciate that. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you. I, I just have to ask, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] And it will cover the deductible from the primary, correct?
[AGENT][NEUTRAL] Yes, uh, what we will do is we will pick up the deductible, co-payment or co-insurance for in and out of hospital settings, um, treatment within a physician's office, cancer treatment, uh, independent lab.
[AGENT][POSITIVE] Yes, we certainly do that. OK, thanks for contacting AP have a good day.
[CUSTOMER][POSITIVE] Thank you.