AccountId: 011433970860
ContactId: 3a680a46-d13b-44f0-820c-c730b23436e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119260 ms
Total Talk Time (AGENT): 48051 ms
Total Talk Time (CUSTOMER): 45690 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/3a680a46-d13b-44f0-820c-c730b23436e6_20250218T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um my name is [PII], that's [PII] I'm calling just to check um coverage for patients.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. Uh, what's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I have here it's 02100.
[CUSTOMER][NEUTRAL] 295 M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] OK, let's say.
[AGENT][NEUTRAL] And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So it looks like patient is active. The effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're the secondary insurance, so this is gonna cover any deductible, co-pay, co-insurance, so the primary does not.
[CUSTOMER][NEUTRAL] Oh, OK, so you, you pay everything after whatever primary leaves.
[AGENT][POSITIVE] Mhm, correct, yeah.
[CUSTOMER][NEUTRAL] OK, deductible, co-pay, or coinsurance? Just to make sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Well, this is all I needed to know, [PII]. Um, can I get a reference number, please?
[AGENT][NEUTRAL] Yeah, absolutely call reference is my name with my last initial and then today's date. The last initial to my name is [PII], first name again is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you again for your help.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.