AccountId: 011433970860
ContactId: 16b78951-caea-4d01-a972-9ae850b3b86f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140860 ms
Total Talk Time (AGENT): 64911 ms
Total Talk Time (CUSTOMER): 59346 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/16b78951-caea-4d01-a972-9ae850b3b86f_20250418T13:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Prisma Health in [PII].
[CUSTOMER][NEUTRAL] Um, I was calling to check and see if the policy was still active, please.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, [PII] policy number is 022 where did it go?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, um, my, she, she has Blue Cross Blue Shield also. Is this a secondary policy, a gap policy, or?
[AGENT][NEUTRAL] Yes, um, so this is a supplemental um gap insurance policy. We pay towards the copay, deductible and co-insurance of coverage charges after Blue Cross Blue Shield. Um, are you all considered like outpatient or inpatient? Well, it's outpatient.
[CUSTOMER][NEUTRAL] Uh, yeah, it's, it's individual, uh, physicians, so yeah, outpatient.
[AGENT][NEUTRAL] OK, um, so we'll apply to that.
[CUSTOMER][POSITIVE] All right. Well, I have what I need.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Uh, tell me what your name was again, honey. I'm so sorry.
[AGENT][NEUTRAL] Oh, it's OK. My name is [PII], and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Oh like lovely. There you go. Thank you, honey. Happy Friday.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, [PII]. Happy Friday to you also and thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.