AccountId: 011433970860
ContactId: 3ea9cc25-547e-42fc-acfb-0a7b04f392f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153179 ms
Total Talk Time (AGENT): 64820 ms
Total Talk Time (CUSTOMER): 62185 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/3ea9cc25-547e-42fc-acfb-0a7b04f392f2_20250115T21:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. I'm calling from a facility. I was trying to verify if this insurance is currently active.
[AGENT][NEUTRAL] OK, I can check eligibility for you in your name.
[CUSTOMER][NEUTRAL] It's flight B as in boy, L as in [PII] as in Tango [PII] as [PII] Hotel E as in [PII].
[AGENT][NEUTRAL] You cut out just a little bit. I got BL.
[CUSTOMER][NEUTRAL] B as in [PII] as in Lima. [PII] as [PII] Yankee. [PII] as in Tango. [PII] as in Edward Echo.
[AGENT][NEUTRAL] OK, OK, but what's the policy number?
[CUSTOMER][NEUTRAL] I'm a little confused because I have a card. It's, I guess it says it says outpatient benefits set number.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Is that it?
[AGENT][NEUTRAL] That's it. That's it.
[CUSTOMER][NEUTRAL] 01644800 ML 8.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Give me one moment.
[CUSTOMER][POSITIVE] You're welcome. Sure.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thanks for that information and we're just checking eligibility right like.
[CUSTOMER][NEUTRAL] Yes, and I'm assuming this would be, uh, this is like a
[CUSTOMER][NEUTRAL] Secondary insurance?
[AGENT][NEUTRAL] Second, it's secondary to the major medical. Let me give you the current policy number.
[CUSTOMER][NEUTRAL] Sure, go ahead please.
[AGENT][NEUTRAL] That number is 242.
[AGENT][NEUTRAL] 4856.
[AGENT][NEUTRAL] And the effective date is [PII], and I show this policy is active at this time. And did you have any other questions?
[CUSTOMER][NEUTRAL] No, that's it. Does this have a term date?
[AGENT][NEUTRAL] It's active at this time. Verify the patient's name and date of birth. I don't think I did that.
[CUSTOMER][NEUTRAL] Yes, you did. It's [PII], at [PII].
[AGENT][NEUTRAL] OK. OK, thank you. Yeah, the policy is currently active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's 242-485-6.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is there um a reference number for the call?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII] and first initial last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII] have a great day afternoon.
[AGENT][POSITIVE] You, you're welcome, Bli. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thanks bye bye.