AccountId: 011433970860
ContactId: 43d0e87e-f822-488f-81e7-a51c0a0530ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120419 ms
Total Talk Time (AGENT): 44816 ms
Total Talk Time (CUSTOMER): 66528 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/43d0e87e-f822-488f-81e7-a51c0a0530ff_20250306T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII]. I am calling from a provider's office. We are just trying to verify if this patient still has American Public Life as her secondary insurance.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility today, [PII]. What's their policy number?
[CUSTOMER][POSITIVE] Oh boy, that's a good one. It, it looks like it is 1462947.
[AGENT][POSITIVE] All right, thank you. Let me take a look here.
[CUSTOMER][NEUTRAL] She is [PII].
[AGENT][NEUTRAL] All right. And then if I could just get [PII]'s date of birth.
[CUSTOMER][NEUTRAL] Her date of birth is she's brand new in here so I'm not too familiar [PII].
[AGENT][POSITIVE] Perfect. Thank you, [PII]. So [PII] is active. Her effective date on this is [PII]. Um, we are the secondary, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] OK, so it does, it covers the, wow, that was a mouthful. It covers the deductible.
[AGENT][NEUTRAL] Co-pay
[CUSTOMER][NEUTRAL] And the copay.
[AGENT][NEUTRAL] And the, yeah, and the co-insurance.
[CUSTOMER][POSITIVE] And co-insurance. Well, that sounds like a pretty good deal for it says it's a limited plan, but that's still, that's pretty good, so she won't have to worry about meeting her deductible with her Blue Cross or having a copay or having a co-insurance amount either.
[CUSTOMER][NEUTRAL] OK, super. Well, is there a reference number or do I just use your name in today's date?
[AGENT][NEUTRAL] Um, you can use my name, [PII] with my last initial and then today's date. The last initial to my name is [PII].
[AGENT][NEUTRAL] And then just put today's date after my name.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] [PII] already. All right. Well, [PII], thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.