AccountId: 011433970860
ContactId: 2342d431-b772-485f-9016-7640c665695f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182789 ms
Total Talk Time (AGENT): 68035 ms
Total Talk Time (CUSTOMER): 63035 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/2342d431-b772-485f-9016-7640c665695f_20250213T21:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hi, [PII]. My name is [PII]. I was calling for the eligibility um for a patient and see if we're participating.
[AGENT][POSITIVE] All right, I'm happy to take a look at eligibility and benefits. What's the policy number?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 253-31
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up one moment.
[CUSTOMER][NEUTRAL] Oh, that's the member ID. That's the policy number?
[AGENT][NEUTRAL] Uh, it should be. Let's see. What's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's their policy number and her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Are we looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Mental health.
[AGENT][NEUTRAL] OK, so this is a secondary plan that the member has. It is active. The effective date is [PII]. This plan will pick up any deductible, co-pay, or co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] So y'all like are like a uh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Or like a gap plan.
[CUSTOMER][NEUTRAL] And not like
[CUSTOMER][NEUTRAL] A gap plan?
[AGENT][NEUTRAL] Mhm, like a supplemental plan.
[CUSTOMER][NEUTRAL] Oh, you're a supplemental plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that'd be that's perfect then. OK, so we would accept you guys as her secondary.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You said you, you guys are secondary?
[AGENT][NEUTRAL] Yes, we would be, huh.
[CUSTOMER][NEUTRAL] OK, what is, give me one second.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And what's the name of your group?
[AGENT][NEUTRAL] Uh, so the name of our company is APL.
[AGENT][NEUTRAL] Do you need her, like who she has it through, the group?
[CUSTOMER][NEUTRAL] 8P.
[CUSTOMER][NEUTRAL] Is it American public life?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] Mm mm mm.
[CUSTOMER][NEUTRAL] OK, let me just go ahead and get your name and can I get a reference number for the call?
[AGENT][NEUTRAL] Yeah, absolutely. So call references my name with my last initial and then today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] And with today's date?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.