AccountId: 011433970860
ContactId: 66204da2-a61a-402d-b645-a37c0c28fc7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134779 ms
Total Talk Time (AGENT): 73943 ms
Total Talk Time (CUSTOMER): 42349 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/66204da2-a61a-402d-b645-a37c0c28fc7c_20250219T13:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII] with Nova Health. I was calling to verify coverage for a member.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with eligibility for a member. What is a good callback number, please, sir?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number is 251-9536.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] All right, thank you, and I can help you with eligibility for [PII]. I'm showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII] and this is a secondary policy to her primary insurance. Is there anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] May I have this patient's group number for this plan, and then, um, are you in network with any specific network or is this more of an open access policy?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] So this is a secondary policy. We follow the guidelines of the major medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's no network participation on our on our plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Number?
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] It's 231-68.
[AGENT][NEUTRAL] And if you need the group name, it's Polaris Pharmacy Services.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you so much. That is all I needed. May I just have a call reference number?
[AGENT][NEUTRAL] It's gonna be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Thank you so much. I hope you have a great day.
[AGENT][POSITIVE] I hope you have a great day as well, [PII] and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you. All right, bye.
[AGENT][NEUTRAL] Bye-bye.