AccountId: 011433970860
ContactId: 52985c8c-3958-4875-afa7-acd90c331dfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163460 ms
Total Talk Time (AGENT): 65718 ms
Total Talk Time (CUSTOMER): 64347 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/52985c8c-3958-4875-afa7-acd90c331dfb_20250515T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to verify coverage in an insurance for the patient, please.
[AGENT][NEUTRAL] Sure, I can help you with eligibility. Can I get your name?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[AGENT][NEUTRAL] Alright, and [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Right. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's um.
[CUSTOMER][NEUTRAL] Do do do do.
[CUSTOMER][NEUTRAL] 02413429 M as in Mary, L as in Louis number 8.
[AGENT][POSITIVE] Alright, give me one moment and I'll look that up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, his name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I'm showing this policy is active with an effective date of [PII]. This is a secondary gap policy, meaning that the primary insurance will need to pay.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Partial first and then you can build, you can claim, uh, file a claim through this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, question for you, um, because they have Cigna, they say they have $40 copay.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they don't pay the copay because they had to insurance with this insurance we um pick up the copay.
[AGENT][NEUTRAL] This insurance can go towards the deductible, co-pay and co-insurance. Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, um, can I get a reference number for the call, please?
[AGENT][NEUTRAL] We don't have a reference number, but you can use my name and last initial in today's date. My name is [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, [PII], that's, that's all. Thank you. You have a wonderful rest of your day.
[AGENT][POSITIVE] Great. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah