AccountId: 011433970860
ContactId: 1fc4588d-988f-4e92-a745-11e0a9e215ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149580 ms
Total Talk Time (AGENT): 70864 ms
Total Talk Time (CUSTOMER): 55682 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/1fc4588d-988f-4e92-a745-11e0a9e215ce_20250327T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from the provider's office to help you regarding the uh eligibility status.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, I have [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number I have is 02435030.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Sure. It will be for [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, um, I have a different first name for this member.
[CUSTOMER][NEUTRAL] Is it going to be [PII]?
[AGENT][NEUTRAL] Yes, OK, that's what I've got. Thank you for verifying that, [PII]. Uh, so this policy is active. Its active date was [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 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. And uh so it is active from [PII] and still active.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK. And also just wanted to know like uh if the uh individual provider is still active for this policy?
[AGENT][NEUTRAL] If what was still active, I'm sorry.
[CUSTOMER][NEUTRAL] The individual provider that is uh Doctor [PII].
[AGENT][NEUTRAL] Um, so this policy is not affiliated with any sort of networks. Uh, it is uh very dependent on major medical, so as long as their major medical is willing to pay, this policy can.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you so much. And can you just help me with the call reference number, please?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last [PII], was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, that's it, and uh along with today's date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. OK then, [PII]. Thank you so much. Have a good day. Bye-bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye.