AccountId: 011433970860
ContactId: 13109b9c-a12d-46fa-94bc-497300b5cb57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136380 ms
Total Talk Time (AGENT): 58819 ms
Total Talk Time (CUSTOMER): 47842 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/13109b9c-a12d-46fa-94bc-497300b5cb57_20250527T19:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. It's [PII] Last initial is [PII] Uh just calling to verify uh eligibility for a patient.
[AGENT][NEUTRAL] OK, I could check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, um, policy number is 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 02563925.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. 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][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. OK, so they will pick up the primary insurance, um, responsibility.
[AGENT][NEUTRAL] As long as the primary is willing to pay, this policy can, yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so you follow primary guidelines.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, is there any prior authorization required?
[AGENT][NEUTRAL] No. Uh, again, as long as Major Medical is willing to pay, this policy can.
[CUSTOMER][POSITIVE] Perfect. OK, alright, thank you so much. Um, is there a reference number at all for the call?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date, um so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much again and I hope you have a great rest of your day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye