AccountId: 011433970860
ContactId: 6ba8a212-9e4d-4110-a03f-344471083602
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233100 ms
Total Talk Time (AGENT): 61405 ms
Total Talk Time (CUSTOMER): 99371 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6ba8a212-9e4d-4110-a03f-344471083602_20250130T19:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Ail is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch your name. It kind of went in and out.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And I was just calling to verify if the member has been if a member has been um added to this health plan or if it's still under um employer employee only.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The member's policy number?
[CUSTOMER][NEUTRAL] I have D like Delta 468-02109.
[AGENT][NEUTRAL] OK, I can't pull her by the D number, um, what's the member's last name?
[CUSTOMER][NEUTRAL] Uh, last name, um, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The first name?
[CUSTOMER][NEUTRAL] [PII], let me spell that. It's [PII]
[AGENT][NEUTRAL] And who are you trying to, you trying to see if she's on the policy?
[CUSTOMER][NEUTRAL] Yeah, or if it's still um employer employee only.
[AGENT][NEUTRAL] OK, and what's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], thank you for that. I'm showing that she's on the policy.
[CUSTOMER][NEUTRAL] She's now on the policy.
[CUSTOMER][NEUTRAL] And that was since January?
[AGENT][NEUTRAL] Um, the effective date is [PII].
[CUSTOMER][NEUTRAL] Oh yikes, OK, because, um, the member started radiation and that and when I had started the case, um, I was told she was not active on the plan, so we went to, uh, we submitted via her um other insurance so now that you guys are probably primary over [PII].
[CUSTOMER][NEUTRAL] Um, do you guys retro, um, a case if needed?
[AGENT][NEUTRAL] Well, um, this policy, let me verify, but I don't, this policy wouldn't cover any, um, you said chemo?
[CUSTOMER][NEUTRAL] Uh, radiation.
[AGENT][NEUTRAL] Radiation, OK. So let me see, because this is a limited policy, so let me verify, but I don't think it covers for radiation. Uh, give me one second.
[AGENT][NEUTRAL] Correct. So the, this policy doesn't cover for um for radiation cause it's a, it's a limited policy.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][POSITIVE] OK, then the odds we have on file with [PII] is gonna end up bump into primary, so that's wonderful. OK, and [PII], can for my records, can I get a call reference number?
[AGENT][NEUTRAL] We don't give reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Name and date, OK.
[CUSTOMER][NEUTRAL] And just for my records, can I get the first initial to your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Wonderful, thank you for your help.
[AGENT][NEUTRAL] No problem, [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's everything so far.
[AGENT][POSITIVE] Alright, no problem, thanks for calling A. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.