AccountId: 011433970860
ContactId: 3886151e-05ff-4b5e-9d9a-bc74964f9bca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154309 ms
Total Talk Time (AGENT): 49223 ms
Total Talk Time (CUSTOMER): 71570 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/3886151e-05ff-4b5e-9d9a-bc74964f9bca_20250121T18:19_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling APL. This is Sa[PII]How may I help you?
[CUSTOMER][NEUTRAL] Hi, Sa[PII]This is Za[PII]First in of my last name, F [PII]I'm here to check the member's eligibility.
[AGENT][POSITIVE] Alright Za[PII]'m happy to check on eligibility.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] I'm happy to check on, yes, I'm happy to check on eligibility. Do you have the member's policy number?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] It is 226-745-55.
[AGENT][NEUTRAL] And do you have a good call back number?
[CUSTOMER][NEUTRAL] 91[PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Ki[PII]nd the last name is Sh[PII]The date of birth 4-[PII].
[AGENT][NEUTRAL] The member's plan is active. The effective date on this is 10[PII].
[CUSTOMER][NEUTRAL] OK. Where the plan type?
[AGENT][NEUTRAL] Uh, we are the secondary insurance. This is a meddling plan.
[CUSTOMER][NEUTRAL] OK, this is the Medicaid supplement policy, right?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] This is the commercial Medicare supplement plan.
[AGENT][NEUTRAL] It's a secondary plan, yes.
[CUSTOMER][NEUTRAL] OK. It's a Medicare supplement, secondary policy.
[AGENT][NEUTRAL] Correct, it's a secondary policy, yes.
[CUSTOMER][NEUTRAL] It's a Medicare supplement.
[CUSTOMER][NEUTRAL] Secondary policy. That's great. And uh yes, may I know the plan type like is uh plan F for plan G?
[CUSTOMER][NEUTRAL] Plan. OK.
[AGENT][NEUTRAL] It's a Medlink plan. It's not Medicare, it's a Medlink.
[CUSTOMER][NEUTRAL] It's a meddling and then no alteration is required, right? Because the plan is secondary, no alteration is required. OK. And you follow the uh primary guidelines, and you follow the primary guidelines.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. That's. May I know your name?
[AGENT][NEUTRAL] My name is Sa[PII].
[CUSTOMER][NEUTRAL] First name some of your last name, Sa[PII]?
[AGENT][NEUTRAL] It's T [PII].
[CUSTOMER][NEGATIVE] Not great, may I have the call reference number?
[AGENT][NEUTRAL] Call reference is my name. What's today's date?
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][POSITIVE] That's good. Have a great day, Sa[PII]ye.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] The pulse is thank you. Have a great day bye.