AccountId: 011433970860
ContactId: 10ce606a-44d2-4556-bb8a-534630d17af7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116690 ms
Total Talk Time (AGENT): 52563 ms
Total Talk Time (CUSTOMER): 43734 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/10ce606a-44d2-4556-bb8a-534630d17af7_20250331T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, good day. My name is [PII] from All Saint Paul Medical. I'm calling to check patient's eligibility and benefits.
[AGENT][POSITIVE] OK, I'm happy to check on eligibility and benefits today, [PII]. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Um, sure. That will be 02566496.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Um, can I have the plan type?
[AGENT][NEUTRAL] Uh, this is a Medin plan.
[CUSTOMER][NEUTRAL] Medli
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, this one, covers 100%, right?
[AGENT][NEUTRAL] Uh, it covers the deductible, co-pay and co-insurance from the primary as a secondary. That's correct.
[CUSTOMER][NEUTRAL] Yeah. All right. Thank you for confirming that. And lastly, um, can I have our call reference number for this call?
[AGENT][NEUTRAL] Call reference is going to be my name with my last initial than today's date. My name is [PII] and my last initial is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right [PII] thank you so much for your help and assistance. Have a wonderful day.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.