AccountId: 011433970860
ContactId: 4e335119-069c-46cd-9fbc-8319b4f9047f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129839 ms
Total Talk Time (AGENT): 49341 ms
Total Talk Time (CUSTOMER): 60043 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/4e335119-069c-46cd-9fbc-8319b4f9047f_20250408T12:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling on a recorded line. I'm calling to get eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] It is, sorry.
[CUSTOMER][NEUTRAL] 02369683 M as in Mary L as in Larry 8
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information, uh, [PII], and you're just wanting the eligibility dates?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] I have that information for you. I'm showing an effective date of [PII]. The policy is active at this time, and did you have any other questions?
[CUSTOMER][NEUTRAL] I do have one more um is this we have it listed as a supplemental plan so I just need to is that correct?
[AGENT][POSITIVE] It's correct. That is correct.
[CUSTOMER][NEUTRAL] So I just need to confirm, so I know this is gonna sound like a stupid question, um, so his primary insurance has to pay before you and you pick up the rest.
[AGENT][NEUTRAL] We are secondary pair.
[CUSTOMER][NEUTRAL] In a in a short sense.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Yes you are. OK, alright, if I could get the spelling of.
[AGENT][NEUTRAL] And we only
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] We only, we only pick up covered amounts applied towards deductible, co-insurance and or co-pay amounts, and you'll use my name in today's date as your reference. It's [PII], first initial last name is [PII]. Any other questions?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome, thanks for calling APL Kelsey have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye.