AccountId: 011433970860
ContactId: 75140fb7-056c-42e0-9b7f-a8db1bd1ab85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448470 ms
Total Talk Time (AGENT): 140509 ms
Total Talk Time (CUSTOMER): 162525 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/75140fb7-056c-42e0-9b7f-a8db1bd1ab85_20250207T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, one minute.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hello, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Um, I cannot hear you very well.
[CUSTOMER][NEUTRAL] Uh, hi. Can you hear me?
[AGENT][POSITIVE] Oh that's much better thank you yes hi.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, uh, hi, my first name. I'm calling for a provider of it. I'm taking a little bit for the member.
[AGENT][NEUTRAL] OK, I can check eligibility for you. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you spell that? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] So, OK, sorry about that. Can I get a good call back number from you so in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, one minute.
[CUSTOMER][NEUTRAL] One minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] A me.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] no
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The call back number is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And what was that uh policy number, please?
[CUSTOMER][NEUTRAL] Yeah, one minute.
[CUSTOMER][NEUTRAL] The policy number is 01569861 M for Mary L for Larry 8.
[AGENT][NEUTRAL] Thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, the first name is [PII]. Last name is [PII] of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Sorry, can you tell that again?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] correct.
[AGENT][NEUTRAL] Yes, the effective date was [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Tell me send it.
[AGENT][NEUTRAL] There is no term date it is currently active.
[CUSTOMER][NEUTRAL] OK. Can you tell the
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Her ID is 60801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] One minute
[CUSTOMER][NEUTRAL] Where it is.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 60801, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you spell mailing address?
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, can you, I am taking authorization is recruit or not for the present.
[AGENT][NEUTRAL] I'm, I'm sorry, what was that?
[CUSTOMER][NEUTRAL] I, I'm taking authorization is good or not for the patient.
[AGENT][NEUTRAL] Uh, um, I'm sorry, are you asking if authorization is required?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, authorization is not required for this policy as it's a secondary medical policy.
[AGENT][NEUTRAL] So as long as their major medical pays this policy can if major medical does not, this policy can't.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] OK, this is, this is Sandy insurance, correct?
[AGENT][NEUTRAL] It's a secondary medical plan.
[CUSTOMER][NEUTRAL] OK. Uh, uh, can you provide the visit limit?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you provide a digit limit?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] I, I'm sorry I'm not understanding what you're asking.
[CUSTOMER][NEUTRAL] And you provide a visit limit.
[AGENT][NEUTRAL] A visit limit?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For like a physician's office visit?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, give me just a moment, let me make sure that that's going to be covered under this policy.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Give me one moment. I'm going to see if that's covered under this policy and if there is how many uh visits are allowed.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, OK. Take your time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, physician's office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That is based on medical necessary, correct?
[AGENT][NEUTRAL] Physician's office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 12. Can I repeat again one time, please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, can you provide a visit limit for the patient?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There's no office visits are covered under this policy.
[CUSTOMER][NEUTRAL] No, I just got for the policy, correct?
[AGENT][NEUTRAL] Office visits are not covered under this policy, right?
[CUSTOMER][NEUTRAL] Oh, OK. OK. OK, thank you. Uh.
[CUSTOMER][NEUTRAL] Uh, can you spell your name, sorry?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Last name is spell
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, the last name is spell.
[AGENT][NEUTRAL] Last initial is [PII]
[CUSTOMER][NEUTRAL] OK, can you spell call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Was there anything else I could help you with though?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, no, no, no. Thank you.
[AGENT][POSITIVE] OK, yes, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you. Have a nice day bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah