AccountId: 011433970860
ContactId: 461a07cd-3c82-4564-a4a5-50e6732752f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156339 ms
Total Talk Time (AGENT): 54019 ms
Total Talk Time (CUSTOMER): 77222 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/461a07cd-3c82-4564-a4a5-50e6732752f5_20250312T18:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office to check the eligibility for a number. Can you please assist me?
[AGENT][NEUTRAL] Uh, yes, sir. I can verify eligibility for you. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Sure. The policy number I have on file for the patient is 01988217 M like Mike L like Lima 8.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. You can note it down, the card number, which is [PII] direct line.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Sure, I'm calling for the patient [PII], and the date of birth and I have is [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] OK, means, uh, this is the secondary supplementary plan I can document that, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the patient will be 100% covered because it's as a primary and secondary as your plan, right?
[AGENT][NEUTRAL] Oh, I can't say you're gonna be 100% covered, but this is a secondary supplemental plan.
[CUSTOMER][NEUTRAL] Supplementary plan. OK. Do we have a code like plan G, plan F, or something like that? Which type of plan it is?
[AGENT][NEUTRAL] No, there's no, this is a Medlink secondary supplemental policy. Correct. It's not a like medic.
[CUSTOMER][NEUTRAL] No plan, sir.
[CUSTOMER][NEUTRAL] Directly a supplementary plan. Got it, got it, got it.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can I have a call references to document the call?
[AGENT][NEUTRAL] Uh, we don't give card reference numbers. You may use my name in today's date if you like.
[CUSTOMER][NEUTRAL] Sure. Help me out with your name. Can you please spell your name for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it. Thank you, [PII]. Thank you for your assistance.
[AGENT][POSITIVE] You're welcome and thanks for calling APL Brian. Have a great day.
[CUSTOMER][POSITIVE] You too. Bye-bye. Take care.
[AGENT][NEUTRAL] Mhm.