AccountId: 011433970860
ContactId: 755f7822-ff7d-4242-a783-c8ade636cb0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171850 ms
Total Talk Time (AGENT): 70161 ms
Total Talk Time (CUSTOMER): 74262 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/755f7822-ff7d-4242-a783-c8ade636cb0c_20250606T16:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to um verify this patient's insurance she provided, um.
[CUSTOMER][NEUTRAL] Never seen this one before, so I just wanna see if this is a medical coverage or like a supplemental plan.
[AGENT][NEUTRAL] OK, I can verify that for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Eminent Health Gynecology.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Uh, a group number is that what you're needing?
[AGENT][NEUTRAL] No, ma'am. Policy number on the card it may say in hospital or outpatient benefit certificate number.
[CUSTOMER][NEUTRAL] OK. 0, OK, 02467129 ML 7.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII] Last name is, I'm gonna spell it, [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm sure that policy number you gave it terminated [PII]. Uh, if you like, I can give you the current policy number.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, it's 251-945-7.
[CUSTOMER][NEUTRAL] 251.
[CUSTOMER][NEUTRAL] 9457.
[AGENT][NEUTRAL] Yes, ma'am, uh, effective on February, I'm sorry, [PII]. And this is a secondary supplemental policy. What it does, it helps with the primary insurance deductible, co-pay or co-insurance for outpatient or in hospitals. Uh, doesn't cover office visits, but procedures in office are covered as outpatient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. uh the procedures and hospitals.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, can I get a reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] And you said [PII]?
[AGENT][NEUTRAL] Yes ma'am, [PII] last initial [PII]
[CUSTOMER][POSITIVE] KQQQ 662-2025. OK, thank you, have a good rest of your day.
[AGENT][POSITIVE] All right, you too, Ms. [PII]. Thank you for calling APL. Have a great day. Bye.
[CUSTOMER][POSITIVE] Alright thank you bye bye.