AccountId: 011433970860
ContactId: 1cf31685-2c75-4285-b4d0-29c87a808cbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121360 ms
Total Talk Time (AGENT): 57374 ms
Total Talk Time (CUSTOMER): 43421 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/1cf31685-2c75-4285-b4d0-29c87a808cbc_20250307T16:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Heart of the Rockies Regional Medical Center, and I'm trying to verify.
[CUSTOMER][NEUTRAL] Eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. um, what was your name?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 01847164.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK perfect perfect and so are they in network with us? Can you verify that?
[AGENT][NEUTRAL] So this policy as it is very dependent on major medical, it's not affiliated with a specific network. Um, it does, as long as major medical is willing to pay, this policy can. If major medical does not, this policy can't.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect perfect that's absolutely fine. OK, can I get a reference number for the call?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, thank you so much for your help. Have a good day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Bye bye.