AccountId: 011433970860
ContactId: 5f67a5b7-7a7e-42bd-8ffd-ebff96d0c002
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153820 ms
Total Talk Time (AGENT): 72552 ms
Total Talk Time (CUSTOMER): 72119 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/5f67a5b7-7a7e-42bd-8ffd-ebff96d0c002_20250409T17:05_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], I'm calling from University of Iowa Hospital and Clinics, and I was just calling to verify eligibility on a plan, please.
[AGENT][NEUTRAL] Of course I could check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, this is OK. Can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 020064887.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, yes, it is for [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII] birthday is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And we do have to bill this one correct? It doesn't cross over automatically from the primary?
[AGENT][POSITIVE] Correct, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can I just ask one more question, um, as long as the patient has like their primary like Blue Cross Blue Shield that they have, would, would this one be automatically active, or do we have to check every, every month for eligibility?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I would still check um simply because this is still separate from their major medical, um, so, you know, if they decide to drop it or something like that, you know, it, they could potentially do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just wanted to double check because I know I've had some other reps with other plans they're like as long as the first one is active, this one is kind of like don't call me all the time.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Sure, yeah.
[AGENT][POSITIVE] Oh no no no this one is always good to check, yes.
[CUSTOMER][NEUTRAL] So I just wanted to double check we weren't just calling you.
[CUSTOMER][POSITIVE] OK, alright, thank you so much, [PII]. Can I please get a, a call reference number?
[AGENT][NEUTRAL] All right, yeah.
[AGENT][NEUTRAL] Yes, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh no, thank you so much I appreciate your assistance have a good day.
[AGENT][POSITIVE] Of course, yeah, thanks for giving us a call you too bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.