AccountId: 011433970860
ContactId: 49ae93ac-1cdc-47e3-9b1a-d2046b377008
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174479 ms
Total Talk Time (AGENT): 92064 ms
Total Talk Time (CUSTOMER): 93212 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/49ae93ac-1cdc-47e3-9b1a-d2046b377008_20250227T15:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. I'm, I'm calling to verify eligibility please.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] So you see my
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] OK, and you're calling from which facility from my location?
[CUSTOMER][NEUTRAL] Um, Brian Healthcare Central Inc. yes.
[CUSTOMER][NEUTRAL] That time
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] That's the thing. I don't, OK, wait, I, I don't, I see a 60801. Is that a policy number?
[AGENT][NEUTRAL] No, that is the payer ID. Um, if you have the card, it's gonna be in the bottom where it says outpatient search.
[CUSTOMER][POSITIVE] I want you to do it so that you can.
[CUSTOMER][NEUTRAL] OK, hold, uh, OK, um, 0249125.
[CUSTOMER][NEUTRAL] O M L H.
[AGENT][NEUTRAL] All right, thank you. And what is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][POSITIVE] Perfect thank you and you said you needed eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Secondary, uh, medical plan you said?
[AGENT][NEUTRAL] This is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Supplement OK.
[AGENT][NEUTRAL] So it's to help with the high deductibles, co-payment and car insurance, OK.
[CUSTOMER][POSITIVE] Uh thank you so much.
[CUSTOMER][NEUTRAL] OK, so what's his, what's the deductible?
[AGENT][NEUTRAL] Oh no, we help with the deductibles, co-payment, and co-insurance from the major medical. Mhm, yes, mhm.
[CUSTOMER][POSITIVE] You have with the deductible, OK, oh, OK, wow, that's great. OK, thank you so much.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today? Any other questions or concerns, Mr. [PII]?
[CUSTOMER][POSITIVE] No ma'am, that'll be all thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Oh wait a minute, did you get my reference number for the call, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, we don't. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes ma'am, the spelling, yes ma'am.
[AGENT][NEUTRAL] OK. Sure. That's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][POSITIVE] You're welcome, you as well, and thank you for calling ATL. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.