AccountId: 011433970860
ContactId: 15d0fdd2-ce74-432f-b297-723140f4b1e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148220 ms
Total Talk Time (AGENT): 44889 ms
Total Talk Time (CUSTOMER): 67805 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/15d0fdd2-ce74-432f-b297-723140f4b1e0_20250227T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is uh [PII], and my initial last name is [PII], and I'm calling from provider's office to verify the eligibility information for a member.
[AGENT][POSITIVE] All right, I'm happy to check eligibility and benefits, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Uh yes, it's uh 02435030.
[AGENT][NEUTRAL] And do you have a good call back number [PII]?
[CUSTOMER][NEUTRAL] Yes, our callback number, it's gonna be [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name, it's gonna be uh
[CUSTOMER][NEUTRAL] [PII], and the date of birth is uh [PII].
[AGENT][NEUTRAL] The patient's plan is active. The effective date is [PII]. We are the secondary insurance, so this is going to cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK. And uh it's uh, I'm sorry, just to make sure the plan is uh active from uh [PII] after your degree until active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK me the supplement plan name?
[AGENT][NEUTRAL] Medlink
[CUSTOMER][NEUTRAL] Yeah, I mean, it's like a supplement plan of GRN.
[AGENT][NEUTRAL] It's a meddling plan.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] All right. And you cover both Part B and co-insurance, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Thank you for that. And could you please spell out your name for me for my accommodation purpose?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] Initial to last name, [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And your reference number for our call?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date.
[CUSTOMER][POSITIVE] OK. OK, then that's all for the day, sir. And thank you so much for your for the call. You have a great day and take care and bye for now.
[AGENT][NEUTRAL] You too. Bye bye.