AccountId: 011433970860
ContactId: 11cf9f76-47b1-466c-923e-65aeb42ff7af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155429 ms
Total Talk Time (AGENT): 62919 ms
Total Talk Time (CUSTOMER): 79318 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/11cf9f76-47b1-466c-923e-65aeb42ff7af_20250508T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] OK, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEGATIVE] They really nothing really.
[CUSTOMER][NEUTRAL] Sure. Callback number will be [PII]. And uh I didn't get your name. May I know your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Sure. Policy number will be 02497503 M as in Mike L as in Lima 8.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] And the first name is [PII] and the last name it's spelled [PII].
[CUSTOMER][NEUTRAL] And I have a date of birth for the member as [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Thank you. And it's a gap policy, right, that means?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, that means it's a gap policy, right?
[AGENT][NEUTRAL] Secondary medical, yes, uh, it's not, um, it only pays after the primary does.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, I guess.
[CUSTOMER][POSITIVE] Mhm. Thank you so much for that. And uh may I know the group number or group ID number for the plan?
[AGENT][NEUTRAL] Yes, that is 80065.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh one last question, may I know whether the member [PII] is a cardholder or a dependent?
[AGENT][NEUTRAL] Uh, he is the card holder, um, um, he is the only member listed under this policy.
[CUSTOMER][POSITIVE] Thank you so much for the information. And that's all for today, [PII]. Is there a reference number for our call?
[AGENT][NEUTRAL] Sure it would just be my first name, last initial, and today's date. Uh, so my last initial is A. Otherwise that anything I can help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Uh no, that's all for today. Thank you for your help and have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Mhm. Thank you. Bye.