AccountId: 011433970860
ContactId: 34419e58-129b-407d-8f88-1537ab04f07d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178440 ms
Total Talk Time (AGENT): 77831 ms
Total Talk Time (CUSTOMER): 77801 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/34419e58-129b-407d-8f88-1537ab04f07d_20250409T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a facility and I am just needing to verify eligibility for a member.
[AGENT][NEUTRAL] Sure, I can take eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] I do have to let you know the entire call will be monitored and recorded for quality and compliance purposes.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course. And did you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 020588.
[CUSTOMER][NEUTRAL] Looks like 66 uh might be 65 hold on let me see if I can zoom in a little bit.
[CUSTOMER][NEUTRAL] Yes, it is 65.
[AGENT][NEUTRAL] 65 OK and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] 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] OK, so do you guys, if they have a secondary major medical, do you guys pay 3 then?
[AGENT][NEUTRAL] I'm sorry, uh, so this is a secondary medical policy, um, so it is designed to help with co-pay, deductible co-insurance after major medical pays, um, if they're not willing to pay, this policy can't, so as long as they can't, they are willing to pay this policy can.
[CUSTOMER][NEUTRAL] OK, well, my question is, so they have two other plans, um, major medical, one through her, her spouse's employment and one through her employment, and then, um, so then there's this plan. So do you pay secondary to her primary or secondary to both of the major medicals, so that meaning tertiary.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It would be secondary to hers as she is the primary on this account so it would be uh secondary to her primary.
[CUSTOMER][NEUTRAL] OK, so then her spouse's would be tertiary then. OK, just wanna make sure I get that in the right order to file claims. OK, perfect and then do you have a reference number?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] last initial is [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That is all. Thank you so much, [PII].
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.