AccountId: 011433970860
ContactId: 58bfdb67-8231-442f-aef9-6a82fad8dd59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246520 ms
Total Talk Time (AGENT): 105958 ms
Total Talk Time (CUSTOMER): 57596 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/58bfdb67-8231-442f-aef9-6a82fad8dd59_20250213T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Vital MD Group Holdings, and I'm calling to get benefits and eligibility for a member, please.
[AGENT][NEUTRAL] All right, [PII]. Happy to check on benefits and eligibility today. What's the member's policy number?
[CUSTOMER][NEUTRAL] 60803
[AGENT][POSITIVE] Alright, thank you so much let me pull that up here.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] So that did not bring up [PII]'s policy. Um, I can search by her name or social.
[CUSTOMER][NEUTRAL] OK, um, let me see if I have a social for her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, I don't. Oh yes, I do, um, it is [PII].
[AGENT][POSITIVE] Alright, thank you [PII] let me take a look this way and see what we find here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that didn't bring up anything either. How do you spell [PII]'s last name?
[CUSTOMER][NEUTRAL] Um, it is, I'm sorry, [PII]
[AGENT][NEUTRAL] And then first name is just as it sounds, [PII]
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Let me try.
[AGENT][NEUTRAL] Usually social is better cause it will definitely.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let's see
[AGENT][NEUTRAL] And I apologize, [PII], what was her date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And we're looking for medical coverage, correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so [PII] does have an active plan with us. Um, the effective date on it is [PII]. Do you need the policy number?
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK, that policy number is 02563056.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] We're the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[AGENT][NEUTRAL] And this patient's plan looks like outpatient.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, is per calendar day and that's a benefit max of $1000.
[CUSTOMER][NEUTRAL] 1000 per calendar day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect alright and then um [PII], is there a reference number I could get?
[AGENT][NEUTRAL] Absolutely. So that's gonna be my name with my last initial, then today's date. My last initial is [PII], first name [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good one.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.