AccountId: 011433970860
ContactId: 280b6845-02d0-42ac-b7df-b5331a7d5373
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133059 ms
Total Talk Time (AGENT): 65969 ms
Total Talk Time (CUSTOMER): 62596 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/280b6845-02d0-42ac-b7df-b5331a7d5373_20250207T15:56_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], uh, I'd like to confirm eligibility on a patient please.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last initial is [PII]
[AGENT][POSITIVE] Alrighty [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII], do you mind, uh, spelling your name for me, please? for your name.
[AGENT][POSITIVE] Thank you. Uh-huh.
[AGENT][NEUTRAL] Sure it's oh thank you it is uh [PII] and my last initial is [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Alright thank you I appreciate that.
[AGENT][NEUTRAL] Of course. And did you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, I do. I have the card in front of me. The policy number is 02586425.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh the name is, I'm gonna spell it. The first name is [PII] Last name is [PII] The date of birth is [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Alright, [PII], what type of insurance is it? Let me just ask you a couple of quick questions if you don't mind. Does it follow me does it follow Medicare guidelines?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, of course.
[AGENT][NEUTRAL] OK, so this plan is a limited indemnity medical plan, so it's not necessarily on its own a secondary policy. It can also be primary if it needs to be. It is just extremely limited, of course, um, essentially just paying a set dollar amount per covered procedure or office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, sounds great. uh, do you give reference numbers for the calls?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Was there anything else I could help you with, fella?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] No, ma'am. I appreciate your assistance. You have a great weekend.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Bye bye.