AccountId: 011433970860
ContactId: 4391dc65-c2f4-4930-97e2-386a2635f429
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109029 ms
Total Talk Time (AGENT): 48711 ms
Total Talk Time (CUSTOMER): 47747 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/4391dc65-c2f4-4930-97e2-386a2635f429_20250402T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon, [PII]. I'm calling to verify eligibility on a patient of ours.
[AGENT][POSITIVE] All right, I'm happy to verify eligibility and benefits. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02455064.
[AGENT][NEUTRAL] All right, thank you for that. And if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is, um, excuse me, my name is [PII]. uh callback number is [PII].
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Uh, patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. So, patient is active. The effective date is [PII]. Uh, we are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is Medicare the primary now?
[AGENT][NEUTRAL] We don't have that information on the primary. You would have to contact the insured, unfortunately.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, no problem. Uh, that's all I need, [PII]. Do you spell your name with an [PII] or without?
[AGENT][NEUTRAL] I do. I have an [PII] at the end and the last initial to my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK, and that would be the call reference.
[AGENT][NEUTRAL] Mhm. Yes, sir.
[CUSTOMER][POSITIVE] OK great perfect well [PII], thank you very much you have a good afternoon.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][POSITIVE] Alright thank you bye.
[AGENT][NEUTRAL] Bye bye.