AccountId: 011433970860
ContactId: 700d37cf-9f7e-4b4a-8f0e-e58002284e3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234860 ms
Total Talk Time (AGENT): 81752 ms
Total Talk Time (CUSTOMER): 87173 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/700d37cf-9f7e-4b4a-8f0e-e58002284e3c_20250606T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from the office of Saint Mary's Medical Center. To check on patients eligibility, please advise the call has been recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK, and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what provider are you calling from again? I'm so sorry.
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] The name of the facility is Saint Mary's Medical Center.
[AGENT][NEUTRAL] OK, and can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, that would be [PII] with an extension of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's 02552915.
[AGENT][NEUTRAL] I have 02552915.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, the patient's first name is spelled [PII]. The last name is spelled [PII]. The date of birth is on [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] OK, I'm showing that this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And are there specific benefits you were wanting, um, that you had questions on?
[CUSTOMER][NEUTRAL] So, uh, I'm just checking just for eligibility and may I get the plan type please?
[AGENT][NEUTRAL] It is secondary gap insurance.
[CUSTOMER][POSITIVE] Yeah, perfect. And is there any group number?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me just one moment to look that up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 15185.
[CUSTOMER][POSITIVE] Perfect. And may I know the family filing limit please?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][POSITIVE] Not a problem. Thank you so much. And the king's mailing address?
[AGENT][NEUTRAL] Claims mailing address, you'll do attention claims department, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much [PII] enough for helping me. And is there any call reference number for the call?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for helping me. Have a wonderful rest of your day. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day. Bye.