AccountId: 011433970860
ContactId: 26640718-abf4-4acb-8599-25387e2df620
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117180 ms
Total Talk Time (AGENT): 50470 ms
Total Talk Time (CUSTOMER): 49479 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/26640718-abf4-4acb-8599-25387e2df620_20250610T19:18_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from Women's Care, and I wanted to confirm something, um, on a patient of ours.
[AGENT][NEUTRAL] OK, absolutely. Do we have a policy number or do we have?
[CUSTOMER][NEUTRAL] Yeah, it is 02572585. M as in Mary, L as in Larry, 7.
[AGENT][POSITIVE] Thank you. All right, let's take a look.
[AGENT][NEUTRAL] And for documentation, do you have a good call back number?
[CUSTOMER][NEUTRAL] Uh, yeah, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] All right. So the patient is active on the policy. The effective date is [PII]. We are the member's secondary insurance, so this covers deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Oh, so you guys are just gonna be picking up basically anything that the United Healthcare doesn't when it comes to her pregnancy?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, exactly, yeah, we're the secondary.
[CUSTOMER][NEUTRAL] Hey, can I have a reference call for that?
[AGENT][NEUTRAL] Yeah, we're the secondary. All right, so call reference is going to be my name with today's date. My name again is [PII], that's [PII] and last initial to my name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] [PII]. Awesome. Thank you so much, [PII].
[AGENT][POSITIVE] Yeah, you're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Right