AccountId: 011433970860
ContactId: 57f2cc3c-a529-4493-aa5c-18754b7bcf02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288750 ms
Total Talk Time (AGENT): 93320 ms
Total Talk Time (CUSTOMER): 140064 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/57f2cc3c-a529-4493-aa5c-18754b7bcf02_20250605T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How do you spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII] OK, I'm just checking eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. What is your call back number and the name of the facility that you're calling for?
[CUSTOMER][NEUTRAL] [PII], no extension.
[CUSTOMER][NEUTRAL] The facility is Bonseco Medical Group.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, let's see. [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, policy number 02596799.
[AGENT][NEUTRAL] OK, let me pull the number up real quick.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy. The effective date of his policy is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] [PII]. OK, has here 11 of 25. OK, is the, um, and this policy is under.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, his name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you're showing him as a male?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] No, I'm showing them as a female.
[CUSTOMER][POSITIVE] OK, because he's a he, all right.
[AGENT][NEUTRAL] I'm looking at, yeah, I was like, wait a minute, that's an F, that's not an M.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] That's OK. That's OK and still active. OK, and the claims address, let me see what we have here is [PII].
[AGENT][POSITIVE] Yes, that's, yes, that's correct.
[CUSTOMER][NEUTRAL] OK, is there a group number? Let's see, we got that. Is there a group number?
[AGENT][POSITIVE] Yes ma'am, let me give that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group number is 21499.
[CUSTOMER][NEUTRAL] And is there a group name?
[AGENT][NEUTRAL] Clemson Area Retirement Center.
[CUSTOMER][NEUTRAL] C L E M S O N.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What was the next one, Clemson.
[AGENT][NEUTRAL] Area
[AGENT][NEUTRAL] Retirement center.
[CUSTOMER][NEUTRAL] Area, community, uh, retirement, retirement.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Center.
[CUSTOMER][POSITIVE] OK, let's see, and he's a subscriber or she's a, she's a, you got me going now.
[AGENT][NEUTRAL] That's correct. She is. I know. It just sounds like a male name. That's why I was saying him, I'm sorry. I've got us all messed up.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I know, I, I think it probably says his name better than me or her name better than me, OK, um.
[CUSTOMER][NEUTRAL] OK, so we got all that. OK, um, well, it has employer name is [PII], so I guess that works, OK.
[CUSTOMER][NEUTRAL] Um, are you showing them as, um, being secondary or primary to a plan?
[AGENT][NEUTRAL] This is the secondary insurance.
[CUSTOMER][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] OK, to um.
[CUSTOMER][NEUTRAL] Let me see who's primary signal.
[CUSTOMER][NEUTRAL] OK, that's this is the exact same date, OK.
[CUSTOMER][NEUTRAL] Effective date is the same. OK, um, and there was no coverage before [PII].
[AGENT][POSITIVE] That's correct. Let me look.
[AGENT][NEGATIVE] Not on this policy, but um, no, there's no coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEGATIVE] No coverage, OK.
[CUSTOMER][POSITIVE] OK, excellent. OK, call reference for the call?
[AGENT][NEUTRAL] You can use my name [PII] at today's date.
[CUSTOMER][POSITIVE] OK, thank you [PII]. Have a great day.
[AGENT][NEUTRAL] You too, Ms. [PII], is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] OK, thank you. You have a good day also and thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome. Bye bye.