AccountId: 011433970860
ContactId: 2311e4a4-1075-4126-8c48-8a9483f91e21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131839 ms
Total Talk Time (AGENT): 58184 ms
Total Talk Time (CUSTOMER): 48163 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/2311e4a4-1075-4126-8c48-8a9483f91e21_20250502T13:35_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII] calling from Peed Endocrinology. I'm trying to see if the insurance is active for a patient.
[CUSTOMER][NEUTRAL] It's actually um secondary insurance.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02465526.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Right, and you say you're calling for eligibility. We have an effective date of um [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, and does it matter if it's in network or out of network? um, do you cover for secondary?
[AGENT][NEUTRAL] Yeah, we are secondary to the major medical.
[AGENT][NEUTRAL] So as long as it's approved and paid by the major medical.
[CUSTOMER][NEUTRAL] OK, even if it's out of network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, and what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Awesome. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, is there a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's name.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK thank you dear have a great weekend.
[AGENT][POSITIVE] You're welcome. You as well thank you for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Bye-bye.