AccountId: 011433970860
ContactId: 23761f56-78d5-437e-8c3f-fa9618f56c56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211199 ms
Total Talk Time (AGENT): 109042 ms
Total Talk Time (CUSTOMER): 93178 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/23761f56-78d5-437e-8c3f-fa9618f56c56_20250127T22:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I've got a patient here and I'm trying to get eligibility on insurance. um, I was wondering if you could help me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course, yeah, I could check eligibility for you. What was your name?
[CUSTOMER][POSITIVE] Great, this is [PII] and I'm with Amory Urgent Care.
[AGENT][NEUTRAL] Alright, and can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] I do, um, if I can read it, I swear these things are getting smaller and smaller.
[CUSTOMER][NEUTRAL] I've been I'm trying to get OK so the policy number I have is 02580351.
[AGENT][POSITIVE] All right. Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] OK, alright. The, the name is [PII].
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, um, he has another insurance card that it shows me and it's got a different number, medical ID number on it. Is this a gap plan that goes along with the the other insurance that's, um, go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The other
[AGENT][NEUTRAL] Sorry, go ahead, no, no, no, you're fine, go ahead.
[CUSTOMER][NEUTRAL] I just, I'm I'm not really understanding which one I'm actually needing to use so.
[AGENT][NEUTRAL] Sure, OK, so, um, if the other card, does the policy number on that one, does it begin with a D?
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] OK, so that's going to be through they're called 90 degrees, um, and I can give you their information if you'd like to give them a call and get more information from them, uh, but I can tell you that this plan is a limited indemnity medical plan so it can act as a primary if that's all that they have, um, or it can be a secondary if they've got something different essentially this plan just pays us.
[CUSTOMER][NEUTRAL] OK, so if they've got this one right, so that the the one degree would be your primary and he could use this one as the secondary unless he didn't have, unless this one didn't uh work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so this policy is all good to go. Um, I can give you 90 degrees, um, I can give you their information, their phone number, and I can transfer you to them if you'd like, um, I'm not going to speak on them because I'm not quite sure what other policies he might have just in case, you know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, yes, yes, I understand.
[AGENT][NEUTRAL] Of course alright let me give you that phone number just in case there's a disconnect uh let me know when you're ready.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alrighty, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's that's OK.
[AGENT][NEUTRAL] Yes, that is 90 degrees. Alrighty, um, did you want me to go ahead and transfer you to them any?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, you can if you uh if you would I appreciate it.
[AGENT][POSITIVE] Alright, yeah, of course, definitely I'm just gonna get you on a hold uh while I get them on the line for you and I appreciate you calling. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you and you do the same.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90. We're sorry, but
[AGENT][NEUTRAL] Hm