AccountId: 011433970860
ContactId: 1a2a773c-703d-4729-a3a4-fc28b8eaed41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227960 ms
Total Talk Time (AGENT): 109111 ms
Total Talk Time (CUSTOMER): 86576 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/1a2a773c-703d-4729-a3a4-fc28b8eaed41_20250210T13:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am. My name is [PII] calling from provider office. I need to check on eligibility and benefits, ma'am.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with eligibility and benefits. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, my callback number is for [PII] direct line, ma'am.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's for um.
[CUSTOMER][NEUTRAL] 01699519 ML 8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] Patient's first name is um it's [PII], and the first name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I can help you with that claim uh eligibility and benefits for Ms. [PII]. Now, [PII], actually this policy termed on [PII].
[AGENT][NEUTRAL] She does have active coverage under another policy number. Can I give you her active coverage information?
[CUSTOMER][NEUTRAL] Yes, please, ma'am.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] As of for [PII], her active policy number.
[AGENT][NEUTRAL] Is 247.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3025. Again, that's 2473025.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. What is the benefits, ma'am, for this patient, for outpatient office visit benefits?
[AGENT][NEUTRAL] OK, now for the office visit, she does not have coverage. The only services covered in a doctor's office is for cancer treatment.
[CUSTOMER][NEUTRAL] Uh, no, no, ma'am. I need to check for outpatient office visit for specialist benefits, ma'am. You said no coverage for the office visit, correct, ma'am?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] All right. All right, ma'am. Uh ma'am, I want to know a little information. The older ID it's for 519 ML8 is already termed. You said the term date, ma'am?
[AGENT][POSITIVE] Oh, let me get that for you.
[AGENT][NEUTRAL] That term date was.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 41224. Uh, the term date, [PII] and then the previous date is [PII], the previous date.
[AGENT][POSITIVE] That, that is correct.
[AGENT][NEUTRAL] The previous effective day?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] 4 on [PII], OK.
[CUSTOMER][NEUTRAL] OK. that member ID also no medical coverage. Correct, ma'am?
[AGENT][NEUTRAL] So this is a secondary gap policy. It is for sickness or injury. It is secondary to their primary medical insurance.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Uh, thank you, ma'am. Thank you. May I know your name, please?
[AGENT][POSITIVE] My name is [PII] First initial of my last name is [PII]. And [PII], it was a pleasure to assist you with that eligibility and benefit. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am. Thank you. You already said the patient disturbed.
[AGENT][POSITIVE] Yes, and it's been my pleasure to assist you, [PII]. Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Bye, bye, bye.
[AGENT][NEUTRAL] Bye bye.