AccountId: 011433970860
ContactId: 40ee1827-bced-479a-bdd0-cb59fdf57d31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334670 ms
Total Talk Time (AGENT): 95796 ms
Total Talk Time (CUSTOMER): 168774 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/40ee1827-bced-479a-bdd0-cb59fdf57d31_20250305T20:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is. Can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, this is [PII]. How are you doing today?
[AGENT][NEUTRAL] I'm fine, [PII] and yourself?
[CUSTOMER][POSITIVE] I'm doing good, thank you for your concern. Can you please help me with your name how you spell?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh. And how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] So I do have a um like I'm looking for the patient's eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And what is the policy number?
[CUSTOMER][NEUTRAL] Sure, I'll let you know that I am actually, uh, I don't have the policy number. If I can provide you the patient name and date of birth, will you able to uh pull up the policy?
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name, I can help you. Just allow me a second, please. The patient's name is [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] Their name is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the date of birth?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] on
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] I don't show that patient in our system. Do you have their social or the name of their group or group number?
[CUSTOMER][NEUTRAL] Uh, I can help you with.
[CUSTOMER][NEUTRAL] So you want me to provide you the group number that'd be 18766.
[CUSTOMER][POSITIVE] Or you want me to provide the social I can help you with that as well.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Maybe.
[AGENT][NEUTRAL] [PII]. The last name is [PII], not [PII].
[CUSTOMER][NEUTRAL] Right, yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Sure, take your time. No problem.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, I'll look just give me a second please. So you want me to provide you the callback number and uh that would be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] W. [PII] extension would be [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, so policy is active from.
[CUSTOMER][NEUTRAL] [PII] till current, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what would be the policy number?
[AGENT][NEUTRAL] 1,852,040.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 185
[AGENT][NEUTRAL] 2040.
[CUSTOMER][NEUTRAL] 1,852,040
[CUSTOMER][NEUTRAL] OK, and is there anything else on this like after that, any alpha numeric or alpha num number?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, got it. No problem. It's, uh, I can see on the patient ID card in hospital benefits certification number [PII]. That's the number of the policy?
[AGENT][NEUTRAL] That is the policy number, yes.
[CUSTOMER][NEUTRAL] Oh, sounds good. No problem. So apart from this, let me know this patient has any other insurance apart this one?
[AGENT][NEUTRAL] Well, they will have, they have primary insurance. This is a secondary policy only, so you have to contact the patient to verify who their primary insurance is with.
[CUSTOMER][NEUTRAL] OK, so you would be the primary, uh, like you would be the secondary insurance for this, sorry.
[AGENT][NEUTRAL] No, this is secondary only, so they would need, you need to contact the patient to verify who their primary insurance is.
[CUSTOMER][NEUTRAL] Oh, OK. So I just like to know that you are, you are the secondary insurance, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, no problem. I'll take care of it. And then I need to contact the patient who will be the second primary insurance for this patient, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, don't you have that updated COP with you?
[AGENT][NEUTRAL] Sir, you need to contact the patient to verify who their primary insurance is with.
[CUSTOMER][NEUTRAL] OK, no problem. And uh just give me the.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And apart from just let me know what's the call reference number.
[AGENT][NEUTRAL] We don't give uh reference numbers, you may use my name in today's date.
[CUSTOMER][NEUTRAL] And how do you spell your name once again, can you please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] OK, [PII], right?
[AGENT][NEUTRAL] No, [PII]
[CUSTOMER][POSITIVE] OK, got it. Thank you. OK, thank you for giving me information. I'll take care of the rest of the things. I'll call like I'll coordinate with the patient to get that who is the primary for this patient. OK, thank you. I'll take care of it. It is nice talking to you. Have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.