AccountId: 011433970860
ContactId: 61d174d3-d9d9-45cd-85c2-95dc824ac5e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138789 ms
Total Talk Time (AGENT): 48996 ms
Total Talk Time (CUSTOMER): 67939 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/61d174d3-d9d9-45cd-85c2-95dc824ac5e0_20250113T17:09_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 a doctor's office checking on eligibility for a patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That brought us a card with her APL.
[AGENT][POSITIVE] OK, I can assist with that. Thank you. May I have your name to start please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you so much [PII] and your call back number if we are disconnected please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and may I also have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02575991.
[AGENT][NEUTRAL] Thank you very much, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Oh, I knew you're gonna ask me that. I'm looking. Oh, there she is, uh, [PII].
[CUSTOMER][NEUTRAL] Um, her date of birth is [PII].
[AGENT][NEUTRAL] And what is her name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process, [PII]. Um, the member shows effective as of [PII], and this policy shows active as a supplemental medical.
[CUSTOMER][NEUTRAL] Supplemental to Medicare?
[AGENT][NEUTRAL] No, supplemental to a major medical.
[CUSTOMER][NEUTRAL] OK, supplemental to a major medical because, uh, 2 days ago she gave us a Blue Cross Blue Shield card, so this would be, we would build Blue Cross Blue Shield first and then this. Is that how that works?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and does she have benefits for doctor's offices?
[AGENT][NEUTRAL] OK, let me check that for you [PII], one moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] You're welcome. She does not have a benefit to cover office visit fees or any services or procedures inside the office.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Great, I've never heard of something like that. OK, thank you so much for your help. Have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. [PII], anything else? You as well. Thanks for calling AP I'll take care.
[CUSTOMER][NEUTRAL] Nope, that's thanks.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.