AccountId: 011433970860
ContactId: 65f1dbd9-307d-4f07-8b78-2c958cd84ffe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206830 ms
Total Talk Time (AGENT): 79237 ms
Total Talk Time (CUSTOMER): 100180 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/65f1dbd9-307d-4f07-8b78-2c958cd84ffe_20250123T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check the eligibility and benefits. But before I proceed, the call is being recorded for quality and training purposes. Would you like us to continue?
[AGENT][NEUTRAL] Yeah, um, yeah, I could check eligibility and benefits for you. What did you say your name was? I'm sorry.
[CUSTOMER][NEUTRAL] It's offering spelled as [PII], and last name initial would be [PII].
[AGENT][POSITIVE] Alright, thank you for that. uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] All right, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Sure. That would be 02545440.
[AGENT][POSITIVE] All right, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII] with date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, 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, and we're needing to look at the outpatient benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No. Uh, so you said the policy is active, you have, uh, like the secondary pair effectively [PII] 2024. What's the plan name, plant type?
[AGENT][NEUTRAL] This is just a secondary medical, um, I can't see their primary.
[CUSTOMER][NEUTRAL] I didn't get that. However, I wanna know.
[CUSTOMER][NEUTRAL] Uh, if the plan type and the plan name, could you please confirm?
[AGENT][NEUTRAL] The plan type, it's a secondary medical policy. The plan name is Medlink M E D L I N K.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm. And covers primary leftover. This is what you're saying?
[AGENT][NEUTRAL] It's designed to help with co-pay, deductible and co-insurance as long as the primary does pay.
[CUSTOMER][NEUTRAL] OK, co-pay, co-insurance and deductible.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And uh yeah, could you please help me with your name, please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Mm, just a minute.
[CUSTOMER][NEUTRAL] [PII] last name and issue.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And call reference for this patient?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, I'll just repeat the information that you have shared with me. So you said the policy is active, you guys are the secondary payer covers, uh, after primary, like covers the primary leftover like deductible, coinsurance and co-pay. It's a med link plan effective [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so so much, and yeah, that would be it from my side. Have a great day. Bye for now.
[AGENT][POSITIVE] Alright, thanks for calling tell you too bye bye.