AccountId: 011433970860
ContactId: 4fc6d99c-c543-4755-9907-f519304c0fe1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213429 ms
Total Talk Time (AGENT): 82657 ms
Total Talk Time (CUSTOMER): 58608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/4fc6d99c-c543-4755-9907-f519304c0fe1_20250327T12:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] to verify eligibility for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] First name is [PII], that's [PII]
[AGENT][POSITIVE] Thank you, [PII], and what is a good callback number?
[CUSTOMER][NEUTRAL] I be a direct line phone number.
[CUSTOMER][NEUTRAL] One second, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] That will be.
[CUSTOMER][NEUTRAL] 242-48
[CUSTOMER][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] [PII], OK?
[AGENT][NEUTRAL] Thank you. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] I have it as [PII].
[AGENT][NEUTRAL] All right, thank you. [PII], it would be my pleasure to help you with the eligibility for [PII]. I'm showing that her policy is active. The effective date is [PII], and this is a secondary policy to her major medical insurance.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] This is a medical coverage, correct?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, it's active from [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And is [PII] the subscriber for this policy?
[AGENT][NEUTRAL] She is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the group number?
[AGENT][NEUTRAL] Group number on the policy is.
[AGENT][NEUTRAL] 17,750
[CUSTOMER][NEUTRAL] And will this be an HMO or PPO?
[AGENT][NEUTRAL] It's a secondary gap policy to her major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the claims address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] That's [PII] [PII], [PII]. ZIP code is [PII].
[AGENT][POSITIVE] Yes, sir, that's correct.
[CUSTOMER][NEUTRAL] OK, and it's going to American public life.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and can I have the spelling of your first name, the last initial, and the call reference number?
[AGENT][NEUTRAL] Mhm. Call reference number is my name in today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial and my last name is [PII].
[CUSTOMER][NEUTRAL] No, let me see, OK.
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] And thank you very much.
[AGENT][POSITIVE] Well, it's been a pleasure to help you with that eligibility. [PII], thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.