AccountId: 011433970860
ContactId: 3705e3da-4aae-4917-8f13-342f12d7be23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253500 ms
Total Talk Time (AGENT): 103511 ms
Total Talk Time (CUSTOMER): 115246 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/3705e3da-4aae-4917-8f13-342f12d7be23_20250124T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, I'm so sorry. I had my phone on mute, um.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Um, I'm calling from, uh, I'm calling from a hospital in [PII] about a mutual patient. Well, I, I believe a mutual patient. Um, she's staying she's covered under her boyfriend's policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we just need to check to see if she's active under that policy?
[CUSTOMER][POSITIVE] Correct, yes, ma'am.
[AGENT][POSITIVE] OK, we will definitely check that. What was your name?
[CUSTOMER][NEUTRAL] Uh, [PII], first initial last name is [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, now I don't have a direct line, so um I'll give you my extension as well. The number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that is extension [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the outpatient hospital benefit number that I have is um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 123.
[CUSTOMER][NEUTRAL] 66.
[CUSTOMER][NEUTRAL] M like Mike. L like Lima H.
[AGENT][NEUTRAL] I'm so sorry, [PII], it's kind of cut out. I'm so sorry. The connection is gonna cut out there a little bit. I got 0221.
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] 23.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 66.
[CUSTOMER][NEUTRAL] Uh, M like Mike, L like Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] OK, I appreciate that. Thank you. Uh, and what was the name and date of birth for the, yeah, uh, what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] Oh sure, technology.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII] is I think how you spell it. It's uh [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] Uh yes, it's uh [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying all of that, [PII]. Uh, so she is active under this policy. Um, this policy, well, her effective date on the policy was, uh, [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, and so this is a secondary medical policy.
[AGENT][NEUTRAL] Uh, it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Perfect. OK, thank you. It's one of those that she did tell me it was secondary but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Between you and me when she said it was through her boyfriend, I just thought.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] So that's odd. Um, I've never heard of that. I, I mean we've got it listed her as a spouse, so I don't know, is, uh, what do they call that is a civil marriage or something, yeah, right, that's OK. I'm not sure. I don't know the legality of all that, but I mean she's listed, she's active.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Well, maybe she's domestic partner.
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] Alright, that works for me if, if she is.
[AGENT][NEUTRAL] Yeah,
[AGENT][POSITIVE] He is covered and good to go.
[CUSTOMER][NEUTRAL] If she's part of the plan, then, OK.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with, sir?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, that is it, but I hope you have a great rest of your day and I hope that you have a good Friday because it has been a Monday of a week.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] You too and happy weekend. Yes, it abso of a week, yes, that's absolutely right.
[AGENT][POSITIVE] Well thanks for giving us a call have a nice weekend.
[CUSTOMER][POSITIVE] Well, have an awesome.
[CUSTOMER][POSITIVE] Thanks, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.