AccountId: 011433970860
ContactId: 1e90cd39-d5d1-4618-a65e-fe26aeef2ed0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139860 ms
Total Talk Time (AGENT): 46987 ms
Total Talk Time (CUSTOMER): 51558 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/1e90cd39-d5d1-4618-a65e-fe26aeef2ed0_20250512T17:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from uh Maxim Urgent Care Hammond, and I'm trying to verify eligibility.
[AGENT][POSITIVE] I can assist with that [PII], thank you. And may I have your callback number?
[CUSTOMER][NEUTRAL] And may I have your
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you so much, [PII], and I'm ready for the policy number.
[CUSTOMER][NEUTRAL] I have 02584308.
[AGENT][POSITIVE] Thank you so much one moment please.
[AGENT][NEUTRAL] OK, and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] there
[CUSTOMER][NEUTRAL] Uh, the patient is [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][POSITIVE] Thank you very much for the verification process and you're calling to verify eligibility, give me one moment.
[AGENT][NEUTRAL] This policy shows effective as of [PII] and this policy shows active.
[CUSTOMER][NEUTRAL] OK, can you tell me, is it a secondary policy?
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Give me one moment please.
[AGENT][NEUTRAL] We do not coordinate benefits. This is a limited indemnity policy, which is not a major medical. I'm not certain if that member has another policy or not. I'm sorry.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, but this, uh, OK.
[CUSTOMER][NEUTRAL] So it, it wouldn't coordinate benefits with any other.
[CUSTOMER][NEUTRAL] Insurance it's an individual policy.
[AGENT][NEUTRAL] We do not coordinate benefits.
[CUSTOMER][NEUTRAL] We can
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it is an individual policy?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Or OK.
[CUSTOMER][POSITIVE] OK well thank you for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Thank you for calling APLs. Have a good week. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.