AccountId: 011433970860
ContactId: 14141461-79fe-4121-bc5d-2b690789938c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145139 ms
Total Talk Time (AGENT): 71980 ms
Total Talk Time (CUSTOMER): 59868 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/14141461-79fe-4121-bc5d-2b690789938c_20250506T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with the Saint Francis Hospital. Um, I'm just calling to verify um a patient's coverage and if you guys uh need a coordination of benefits for them.
[AGENT][NEUTRAL] OK, absolutely. Let's take a look, [PII]. What's the policy number? Do you have that?
[CUSTOMER][NEUTRAL] Yes, I do, um, but before I give that to you, [PII], I do have to let you know that this entire call is monitored and recorded for quality and compliance purposes. Um, the policy number is 02120428.
[AGENT][POSITIVE] Alright, perfect, thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And then what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. So, it looks like uh [PII] patient does have an active plan. It is a different policy number. Would you like to take that down?
[CUSTOMER][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] OK. The active policy number is going to be 0256.
[AGENT][NEUTRAL] 652 5
[AGENT][NEUTRAL] That has an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is no coordination of benefits or pre-op required. We are the secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK great um I think that was all I needed. I just needed to verify that um you guys did or did not need a COB um and I'll change his policy number on his account. um I think I just need the um reference number for our call whenever you're ready, [PII].
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial and today's date. My name is [PII] spelled [PII] initial to my last name is [PII], then today's date.
[CUSTOMER][POSITIVE] OK great thank you [PII]. I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Bye bye.