AccountId: 011433970860
ContactId: 6bb10c71-0231-45ad-b447-d2e7fdeedbfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114940 ms
Total Talk Time (AGENT): 60321 ms
Total Talk Time (CUSTOMER): 40078 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/6bb10c71-0231-45ad-b447-d2e7fdeedbfd_20250519T18:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] I'm just calling from a provider's office trying to check the plan network and eligibility of a mutual patient.
[AGENT][NEUTRAL] OK, I could check out, uh, eligibility and what network they're part of uh [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], no extension.
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm. It's 02449815.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And so this is a secondary medical policy and it is designed to help with co-pay, deductible and co-insurance after major medical pays, and as this policy is very dependent on major medical, um, it does not have its own network as long as their uh major medical is willing to pay this policy can.
[CUSTOMER][NEUTRAL] OK, so this is considered a secondary.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK. OK. And do you mind just providing me um a reference number and I'm, I guess spelling your name to be sure I have it correctly.
[AGENT][NEUTRAL] Sure, yeah, so reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, I think that is it. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.