AccountId: 011433970860
ContactId: 3ed880aa-24c1-4325-a732-e6b9a63961f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137059 ms
Total Talk Time (AGENT): 57407 ms
Total Talk Time (CUSTOMER): 53881 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/3ed880aa-24c1-4325-a732-e6b9a63961f2_20250110T17:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check for eligibility for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII], initial [PII].
[AGENT][NEUTRAL] Thank you. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yep it's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yep, it's 1907623.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sir [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And you said you need eligibility. We have an effective date of [PII]. It is active and this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] I'm sorry, you cut off. That was [PII] was the effective date?
[AGENT][NEUTRAL] OK, let me go back one moment. That was [PII].
[CUSTOMER][POSITIVE] Thank you and it's up to current with no break in coverage, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you. Um, for the supplemental plan, do you guys cover both the Medicare deductible and co-insurance?
[AGENT][NEUTRAL] This is not a Medicare policy. This is a secondary supplemental plan to the major medical, to any major medical.
[CUSTOMER][NEUTRAL] I apologize. I'm looking at a different account. Uh, for the primary insurance, do you guys just pick up the balance after the primary, I mean.
[AGENT][NEUTRAL] We help with the deductibles, co-payment, and co-insurance.
[CUSTOMER][NEUTRAL] I see. OK, you guys have your own deductible.
[CUSTOMER][NEUTRAL] Thank you and I think that's all of the information I need. um, can I get the spelling of your name, initial to your last name and a reference number?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, the spelling to my name is [PII]. Last initial is [PII], and we don't have reference numbers. You can use my name in today's name.
[CUSTOMER][POSITIVE] Got it thank you so much for your help. So you have a wonderful day bye bye now.