AccountId: 011433970860
ContactId: 1551c989-2480-4562-a462-0f0b5c01f108
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167339 ms
Total Talk Time (AGENT): 59443 ms
Total Talk Time (CUSTOMER): 35186 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/1551c989-2480-4562-a462-0f0b5c01f108_20250109T17:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Yes, I'm calling to get eligibility on member.
[AGENT][POSITIVE] OK, I'm happy to check eligibility. Do you have your policy number?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] ID number
[CUSTOMER][NEUTRAL] 015241.
[CUSTOMER][NEUTRAL] 59 and [PII] and [PII] 8.
[AGENT][POSITIVE] All right, thank you for that.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last name [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active, effective date [PII]. This is a secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, what is the plan type? Is it a supplemental gap or?
[AGENT][NEUTRAL] Yes, it's a supplemental.
[CUSTOMER][NEUTRAL] No let her out there.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What is the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] Zip code [PII].
[CUSTOMER][NEUTRAL] And is the patient the policy holder?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The group name group number?
[AGENT][NEUTRAL] One moment, let me double check that for you.
[AGENT][NEUTRAL] Group number is 21574.
[AGENT][NEUTRAL] The name is Ally Pharmaceuticals, that's A L L A Y Pharmaceuticals.
[CUSTOMER][NEUTRAL] OK, and what is your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Is there a call reference that we can provide for this phone call.
[AGENT][NEUTRAL] It would be my name with my last initial in today's date. The last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] That's what