AccountId: 011433970860
ContactId: 31b52a78-ed46-4358-b822-993517ee95d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192860 ms
Total Talk Time (AGENT): 87208 ms
Total Talk Time (CUSTOMER): 61185 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/31b52a78-ed46-4358-b822-993517ee95d1_20250620T14:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check and medical eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. It is your direct line?
[AGENT][NEUTRAL] OK, thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 02501.
[CUSTOMER][NEUTRAL] 629
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy is active, that effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, the plan type is secondary gap policy, right?
[AGENT][NEUTRAL] Correct. Secondary medical.
[CUSTOMER][NEUTRAL] Supplementary plan, right? Supplementary gap policy?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I know the group number?
[AGENT][NEUTRAL] Uh yes one moment.
[AGENT][NEUTRAL] Uh, group number is 26521.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 26521. There is no network deductibles, right?
[AGENT][NEUTRAL] Uh, let me check to see if this one does.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No, this does not have any deductibles.
[CUSTOMER][NEUTRAL] OK. May I know the payer ID and mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, may I know the payer ID?
[AGENT][NEUTRAL] He ID is 60801.
[CUSTOMER][NEUTRAL] OK, the subscriber relation is the, uh, sir, individual or family or cardholder.
[AGENT][NEUTRAL] Uh what was that? I'm sorry.
[CUSTOMER][NEUTRAL] The subscriber is the card holder or dependent?
[AGENT][NEUTRAL] He is the card holder, the policy holder.
[CUSTOMER][NEUTRAL] OK. Could you please spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] May I know the initial to the last name?
[AGENT][NEUTRAL] Last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, may I know the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help. Have a great day. Bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.