AccountId: 011433970860
ContactId: 42cd5bcc-933f-4fc3-a188-666a33e46651
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156460 ms
Total Talk Time (AGENT): 74156 ms
Total Talk Time (CUSTOMER): 68345 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/42cd5bcc-933f-4fc3-a188-666a33e46651_20250411T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, that's very
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh yes, I'm wanting to get uh benefits and eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can uh check benefits and eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number for you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] It is 022-06240.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], I don't even know how to spell the last name, [PII]
[AGENT][NEUTRAL] And then did you have that date of birth?
[CUSTOMER][NEUTRAL] Oh sorry, yes, [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and coinsurance after major medical pays, and we're needing to look at the inpatient or outpatient benefit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, well, I don't even know. Secondary, this is secondary to what?
[AGENT][NEUTRAL] Her, whoever she has as her primary.
[CUSTOMER][NEUTRAL] Oh, I don't not even sure who she has as primary.
[AGENT][NEUTRAL] Oh, unfortunately I'm not able to see that either, um, but she can always check that with her, um, whoever her employer is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] We'll have to find that out.
[CUSTOMER][NEGATIVE] Because this does no good if this one's yeah because I the primary is what the coat yeah.
[AGENT][NEUTRAL] Absolutely, yes, this cannot be used on its own. Yes, it can only be used with whoever she has as her primary.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, OK, alright, well I guess that's all I needed.
[AGENT][POSITIVE] Alright, yeah, and if, uh, you know, after finding out if you need more information, definitely give us a call back and we can help you out.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Sure, yeah, I sure will thank you.
[AGENT][NEUTRAL] Did you have any other questions for me at the moment, [PII]?
[CUSTOMER][NEUTRAL] Mm, I do not.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.