AccountId: 011433970860
ContactId: 2f4e9792-e86a-4320-bdab-7e3cb30ff58e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131460 ms
Total Talk Time (AGENT): 49631 ms
Total Talk Time (CUSTOMER): 63394 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/2f4e9792-e86a-4320-bdab-7e3cb30ff58e_20250218T19:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII] calling from Prosinnius Medical Care, and I just want to verify the patient eligibility of the patient health plan.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]. And your name is [PII], is that right?
[AGENT][NEUTRAL] Uh, no, ma'am, [PII], last initial [PII] And spell your name for me, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is the policy number, please?
[CUSTOMER][NEUTRAL] OK, upon checking here, it is 02236597. M for Monkey, L for Lima, A.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] That's a direct line.
[AGENT][NEUTRAL] OK, and excuse me, verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]'s date of birth was on [PII].
[AGENT][NEUTRAL] OK, um, [PII] his effective date is [PII].
[AGENT][NEUTRAL] And he is active on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on. The effective date was on [PII].
[AGENT][NEUTRAL] No, ma'am. [PII] and it's still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can you please verify if this plan is a supplemental plan of Medicare?
[AGENT][NEUTRAL] Uh, not to Medicare, we're secondary to their major medical through their employer.
[CUSTOMER][NEUTRAL] Oh, OK, got it. What is the
[CUSTOMER][NEUTRAL] Product type.
[AGENT][NEUTRAL] It's a secondary supplemental policy.
[CUSTOMER][NEUTRAL] OK, I got it. So I guess it's all information that I need, OK, but before that it's a reference number.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. You may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you. OK, have a good one. Take care.
[AGENT][POSITIVE] Oh, you're welcome. You too, Ms. [PII]. Bye.
[CUSTOMER][NEUTRAL] Bye.