AccountId: 011433970860
ContactId: 17336a47-295c-4567-a24d-06e71f1643d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135419 ms
Total Talk Time (AGENT): 63557 ms
Total Talk Time (CUSTOMER): 42813 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/17336a47-295c-4567-a24d-06e71f1643d2_20250103T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to check eligibility, please.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01834917.
[AGENT][POSITIVE] All right, thank you so much. And then if I could just grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you so much. So the patient plan is active. The effective date on this is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a plan number for it?
[AGENT][NEUTRAL] Um, it's just a secondary meddling plan. It's a gap plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] My name is [PII]. That's spelled [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a call reference number?
[AGENT][NEUTRAL] Absolutely call reference [PII] is gonna be my name with my last initial then today's date. The last initial to my name is [PII] and then today's date is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Oh, I have one more question for you before you hang up, um.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I just need to make sure 100% that authorization isn't required also.
[AGENT][POSITIVE] Oh yeah, no pre-op is needed for this, correct.
[CUSTOMER][NEUTRAL] OK, even if they have Blue Cross primary?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Take care.
[CUSTOMER][NEUTRAL] Um,