AccountId: 011433970860
ContactId: 723dc2d9-f8e2-4bf7-8b5a-8a541f34ceba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106750 ms
Total Talk Time (AGENT): 47149 ms
Total Talk Time (CUSTOMER): 45517 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/723dc2d9-f8e2-4bf7-8b5a-8a541f34ceba_20250410T18:15_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] and I'm calling from Carolina Sports Care. Um, I just spoke with a representative about a patient, but I forgot to ask. I need to know if you guys are primary or secondary. What information do you need from me first?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sure, OK, so and of course I'll get that policy pulled up and uh we do offer both so I'll see if that's a secondary um can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you and then did you have that policy number?
[CUSTOMER][NEUTRAL] It's 02592443.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying that. OK, so yes, this is a secondary medical policy. So it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, yeah, because I have information that have Blue Cross termed.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Yeah, this policy is very dependent on whoever she has as primary it can't be used instead.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK. All right. So maybe she changed to a different policy. OK, I will get that information. Thank you so much.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, that'll be it. Thank you again.
[AGENT][POSITIVE] Alright well thanks for giving us a call yeah have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye bye.