AccountId: 011433970860
ContactId: 39ae95c8-b89c-4413-9992-9a29a1b65e63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226960 ms
Total Talk Time (AGENT): 64705 ms
Total Talk Time (CUSTOMER): 37332 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/39ae95c8-b89c-4413-9992-9a29a1b65e63_20250418T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from doctor office to patient eligibility and the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the uh uh policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] 9,093,800.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like this policy is termed. It terminated for [PII].
[CUSTOMER][NEUTRAL] The effective date.
[AGENT][NEUTRAL] Effective date [PII].
[CUSTOMER][NEUTRAL] And after that patient not to enroll in this year.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] They you not re-enrolled.
[AGENT][NEUTRAL] Uh, no, I don't show an active policy.
[CUSTOMER][NEUTRAL] Is a patient or any other insurance?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Let me make sure there's not a policy under his name because this is under his spouse's name. Hold on one moment.
[AGENT][NEUTRAL] I'm checking. Just give me one moment, it's pulling it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Sorry, it's running just a bit slow.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, yeah, it looks like that's the only policy I have on file. Let me see if there was any other insurance listed.
[AGENT][NEUTRAL] Uh, last thing we had on file was United Healthcare.
[CUSTOMER][NEUTRAL] So you healthcare supplement.
[AGENT][NEUTRAL] Yeah, this, our policy is a supplemental policy, but we showed that when this policy was active, his primary insurance was through United Healthcare.
[CUSTOMER][NEUTRAL] Oh OK. OK, and your reference number?
[AGENT][NEUTRAL] Uh, it's my name, [PII], first initial to last name, [PII], today's date.
[CUSTOMER][POSITIVE] Oh, OK, [PII], thanks so much, [PII].
[AGENT][POSITIVE] OK, thanks for calling. Have a great day too.
[CUSTOMER][POSITIVE] Have a great day.