AccountId: 011433970860
ContactId: 3bbb2a96-b334-4644-bcac-f9b6641f03d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285760 ms
Total Talk Time (AGENT): 85000 ms
Total Talk Time (CUSTOMER): 103101 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/3bbb2a96-b334-4644-bcac-f9b6641f03d9_20241230T17:40_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], my name is [PII]. I'm calling from provider's office, uh, to check if members eligibility. Could you please help?
[AGENT][NEUTRAL] Yeah, I can check eligibility for you [PII]. Uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then can I get the, do you have the policy number?
[CUSTOMER][NEUTRAL] 1462912.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is uh [PII] and the date of birth would be [PII].
[AGENT][NEUTRAL] OK, so I do have a different last name for [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But that is the last name. Just one moment, let me check that once again.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yes, that is the name which is for ID cards [PII].
[AGENT][POSITIVE] I'm so sorry, what was that?
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[AGENT][NEUTRAL] That's OK, um, so I did that is the same, uh, first name and date of birth. I just have a different last name for her.
[CUSTOMER][NEUTRAL] That is the name printed on the ID card.
[AGENT][NEUTRAL] Let's see. Do you maybe have her mailing address?
[CUSTOMER][NEUTRAL] Yes, I have just one moment.
[CUSTOMER][NEUTRAL] Do you need the email address?
[AGENT][NEUTRAL] Yes, if you wouldn't mind verifying that.
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying that. OK, so the last name we have for [PII] is [PII], um, but otherwise the policy is active. The effective date was, let's see, [PII].
[CUSTOMER][NEUTRAL] OK, still active, right? Is this policy is primary or is there any other insurance which is primary?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] This is a this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance only after their primary pays.
[AGENT][NEUTRAL] And I'm not, I don't see who their primary is.
[CUSTOMER][POSITIVE] OK, got it. Thank you very much for that info that's all for.
[CUSTOMER][NEUTRAL] May I have the call reference number please?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK, like, do you have any information like when was the last time, uh, the COB was updated by the member?
[CUSTOMER][NEUTRAL] Like coordination of anything.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Last record I have, let's see, uh, beginning of this, so [PII] I think.
[CUSTOMER][NEUTRAL] This year?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, why I'm asking because, uh, actually, uh, we have another insurance for the member when we bill to them they're saying that uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] APL is primary, so that's why I called, but you said that uh this policy is secondary, right?
[AGENT][NEGATIVE] This is not a right, this is a secondary policy, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you very much for that. That that's all for today.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a happy [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.