AccountId: 011433970860
ContactId: 57ce7f78-07db-498b-a0a9-a8b48adb517d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242600 ms
Total Talk Time (AGENT): 91965 ms
Total Talk Time (CUSTOMER): 119828 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/57ce7f78-07db-498b-a0a9-a8b48adb517d_20250217T23:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, good evening [PII]. My name is [PII] and I'm calling from the insurance company Community Care. How are you today?
[AGENT][POSITIVE] I'm doing well. How are you doing, Ms. [PII]?
[CUSTOMER][POSITIVE] So far so good. It's a little busy today, more or more than I was expecting for a holiday, I should say, but not too bad.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I'm trying, oh, go ahead, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I was gonna ask you how I can help you.
[CUSTOMER][POSITIVE] Oh thank you for asking.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, I'm just trying to check eligibility on a mutual member, please.
[AGENT][NEUTRAL] OK, I can help you with the eligibility, Ms. [PII]. um, can you please give me your callback number, ma'am just in case our call is dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] For sure, uh, my best callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, so this is for.
[CUSTOMER][NEUTRAL] If my computer will work with me, uh, this is for [PII].
[CUSTOMER][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Is wherever that went um [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And the policy number is 145.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 721 8
[AGENT][NEUTRAL] OK, let me look her up real quick for us.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] OK. I have Ms. [PII] pulled up and I do see that she does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Oh, she's had it for a while. OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Um, and is this like a, is this a supplemental, uh, Medicare supplemental policy?
[AGENT][NEUTRAL] It's not a Medicare supplemental, but it is supplemental policy, um.
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment we're billed separately, um, we are secondary to the primary insurance. It's a gap insurance that helps with deductible co-pay and co-insurance.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK perfect so then we would be primary um and is there any information you need from me regarding her community care policy since we would be primary?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Um, when, when the policy, when the claim is sent in, we just need the explanation of benefits from the primary insurance, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sent in with it.
[CUSTOMER][NEUTRAL] OK, you got it. So I'll send this off to claims so they'll know and.
[CUSTOMER][NEUTRAL] Other than that, I think that that's everything I need other than um if you have a I can't talk today a reference number. May I please grab that from you please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] I will get Ms. [PII] updated and thank you for the help. I hope you have a lovely rest of your day.
[AGENT][POSITIVE] You too. You take care and I hope you have a good rest of your night and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks [PII] bye for now.
[AGENT][NEUTRAL] Mhm. Bye-bye.