AccountId: 011433970860
ContactId: 66211b27-a981-48b0-a30a-a86dff41b666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132869 ms
Total Talk Time (AGENT): 49729 ms
Total Talk Time (CUSTOMER): 69630 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/66211b27-a981-48b0-a30a-a86dff41b666_20250305T16:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling with [PII]. I was just calling to check eligibility for a patient of ours.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, yes, one second, let me pull it up here. OK, so it's 769-779.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] Sure, uh, my phone number is [PII].
[CUSTOMER][NEUTRAL] That's a direct line.
[AGENT][NEUTRAL] OK. OK, thank you, ma'am. And verify uh the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[AGENT][NEUTRAL] Is this, well,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah. I sure that she is active.
[CUSTOMER][NEUTRAL] OK, can I just
[CUSTOMER][NEUTRAL] OK, so that was from um [PII] to current?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK dokey, and I just have one other question just because I, I wanna make sure before we send out the claim, um, the type of coverage that the patient has, when I'm looking at their insurance card, it says the plan, what is it?
[CUSTOMER][NEUTRAL] Uh, a cancer policy. So I just wanna make sure like, is this only a policy that covers cancer-related services or is it a different policy?
[AGENT][NEUTRAL] Uh, it only covers cancer-related services, and I don't show that she has uh like a separate medical policy.
[CUSTOMER][NEUTRAL] Cancer-related
[CUSTOMER][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] Alrighty, um, is there gonna be a call reference number by chance or no?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK dokey. Alright, thank you so much. You've been so helpful.
[AGENT][POSITIVE] Alright, you're welcome and thanks for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.