AccountId: 011433970860
ContactId: 71336374-f784-4b86-9c23-1a02648aa39e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149100 ms
Total Talk Time (AGENT): 58482 ms
Total Talk Time (CUSTOMER): 54940 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/71336374-f784-4b86-9c23-1a02648aa39e_20250625T15:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist and the Anderson Cancer Center. I am on a recorded line. I'm calling to confirm eligibility on this patient's plan and just get and, um, I have a couple of questions.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yes ma'am. I can verify eligibility for you. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII] And what was your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] Sorry, one moment.
[CUSTOMER][NEUTRAL] I thought I had it up. It is.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I'm sorry about that. Uh, 02496790.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] option one.
[AGENT][POSITIVE] Thank you. Uh let me see.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, so her effective date is [PII], and she is active under the policy.
[CUSTOMER][NEUTRAL] OK, is this like a Medicare supplement plan?
[AGENT][NEUTRAL] No, ma'am. It, it is a secondary supplemental, but it's not in regards to Medicare.
[CUSTOMER][NEUTRAL] OK, can is there a way you could check and make sure we're in network?
[AGENT][NEUTRAL] Well, the policy doesn't have a network. It would depend on if you're a network with their major medical.
[AGENT][NEUTRAL] So this policy is secondary. Yes, ma'am. It helps with their primary deductible co-pay or co-insurance for outpatient or in hospitals.
[CUSTOMER][NEUTRAL] Yeah, that's got Healthcare, yeah, yes.
[CUSTOMER][NEUTRAL] OK, alright, great. OK, that's all I needed to know. Can I just get a call reference number?
[AGENT][NEUTRAL] Yes, ma'am, you can use my name and today's date and it's [PII] last initial [PII]
[CUSTOMER][POSITIVE] All right thank you so much I appreciate your help.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a great day thanks bye bye.
[AGENT][NEUTRAL] Bye.