AccountId: 011433970860
ContactId: 6ee2d987-98cc-4e40-b3e3-75ea05c1b1ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220039 ms
Total Talk Time (AGENT): 77478 ms
Total Talk Time (CUSTOMER): 86654 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/6ee2d987-98cc-4e40-b3e3-75ea05c1b1ec_20250523T14:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], last initial [PII] Just calling to verify coverage on 2 patients, please.
[AGENT][NEUTRAL] OK, I can check out eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the policy numbers?
[CUSTOMER][NEUTRAL] Yes, so first policy number that I have is 026.
[CUSTOMER][NEUTRAL] 11473
[AGENT][NEUTRAL] OK and then what was the name and date of birth for this member please?
[CUSTOMER][NEUTRAL] have [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Um, is there any group name on this policy?
[AGENT][NEUTRAL] Uh, yes, one moment.
[AGENT][NEUTRAL] Group name is.
[AGENT][NEUTRAL] Insignia, oh well, I'm just gonna spell it for you. It's I N.
[AGENT][NEUTRAL] S I G N E O.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So Insignia Securities LLC.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And just to confirm, I have the subscriber as [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] And just to confirm your name, you said it was [PII]?
[AGENT][NEUTRAL] No, uh, [PII], so it's [PII]
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, sorry.
[AGENT][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] One second, I'll get you the next patient.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And next one is I'll give you the member ID your policy number that I have is 021-89579ML8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for this number, please?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for that. Uh, so this policy is active as well. Uh, that effective date was [PII], and this one is also that secondary medical policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And on this one I have the group name is B and H Worldwide, is that correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And subscriber [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right, that's all I needed. Thank you so much for your help, [PII]. Have a great weekend.
[AGENT][POSITIVE] Alright, of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you, bye.