AccountId: 011433970860
ContactId: 381fb03f-6b68-442c-9bab-b0434e9ff391
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136089 ms
Total Talk Time (AGENT): 70402 ms
Total Talk Time (CUSTOMER): 54867 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/381fb03f-6b68-442c-9bab-b0434e9ff391_20250103T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Florida Women's Care, and I'm calling to the patient policy is active.
[AGENT][NEUTRAL] OK, yes, I can check eligibility for you, [PII]. uh, can I get a good call back number for me first.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 0195.
[CUSTOMER][NEUTRAL] 0933.
[CUSTOMER][NEUTRAL] M as in Mary, L as in love, 7.
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] J [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. 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 only after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, can you repeat that for me one more time? It helps with what now?
[AGENT][NEUTRAL] Of course, um, yes, co-pay, deductible and co-insurance only after major medical pays. This policy is very dependent on their primary. If they don't, if the primary doesn't pay, this policy can't.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you, so you, so the.
[CUSTOMER][NEUTRAL] So you, you pay the copay deductibles and co-insurance or no?
[AGENT][POSITIVE] Yes, as long as major medical can pay, then this policy can help with that, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so you follow, you follow the, the, the primaries, um, rules of the insurance, correct? OK, um, is it a certain kind of plan type?
[AGENT][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] It's a secondary medical.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Just this this it, OK, alright, can I get the spelling of your name and your last name please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's [PII] is [PII]
[CUSTOMER][NEUTRAL] And a reference number for our call. That's it, [PII]. just a reference number please.
[AGENT][NEUTRAL] Was there anything else I could help you with? Yeah, of course, a reference, right, yeah, reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you, my dear, enjoy the rest of your day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.