AccountId: 011433970860
ContactId: 6c7aa110-0169-4cce-8b7b-5a5f13792cb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116120 ms
Total Talk Time (AGENT): 52111 ms
Total Talk Time (CUSTOMER): 50883 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/6c7aa110-0169-4cce-8b7b-5a5f13792cb5_20250521T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon. My name is [PII] and I'm calling from Blue Ridge Cancer Care. I'm trying to verify eligibility on a policy, please.
[AGENT][NEUTRAL] Sure, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You know.
[AGENT][POSITIVE] Thank you so much, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, policy number 02458509.
[AGENT][NEUTRAL] OK, let me look that up for you in just a moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey you.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] recorded.
[AGENT][NEUTRAL] I apologize. Were you wanting eligibility or claim?
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] This is a Medlink policy, so it's secondary gap insurance. So when filing for a claim, we will need the explanation of benefits from the major medical or the primary insurance first. If primary denies the claim, then this policy will deny the claim as well.
[CUSTOMER][NEUTRAL] There's just
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you. I appreciate your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, that's gonna be it, thanks.
[AGENT][POSITIVE] Great, thank you so much for calling APL [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye.