AccountId: 011433970860
ContactId: 7b346d7a-b546-4797-ae13-42291b345de7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150179 ms
Total Talk Time (AGENT): 66712 ms
Total Talk Time (CUSTOMER): 63538 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/7b346d7a-b546-4797-ae13-42291b345de7_20250129T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. How are you?
[AGENT][POSITIVE] I'm doing well. How are you doing, Ms. [PII]?
[CUSTOMER][NEUTRAL] Good, good, thank you for um I have a couple of questions. I have a, I need to verify members eligibility and I needed to know if you guys are primary or secondary insurance.
[AGENT][NEUTRAL] OK, I can help you with eligibility and um let you know for primary or secondary Miss [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, the patient's name, the first name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK. And then what's the patient's date of birth, please?
[CUSTOMER][NEUTRAL] I have the date of birth as being [PII].
[AGENT][NEUTRAL] OK. And the member's, uh, policy number, please.
[CUSTOMER][NEUTRAL] I have 02039877 M like in Mary, L like in Larry, 8, the number 8.
[AGENT][POSITIVE] Oh thank you let me look that up real quick.
[AGENT][NEUTRAL] OK, I do see that yo.
[AGENT][NEUTRAL] Does have an act yeah, does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm yeah I couldn't say that.
[AGENT][NEUTRAL] And this is a supplemental insurance policy that's billed secondary to the primary.
[CUSTOMER][NEUTRAL] OK, perfect. All right. Do you have any other insurance as primary?
[AGENT][NEUTRAL] Oh ma'am.
[CUSTOMER][NEUTRAL] You don't have that information?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK. Can I have a reference number for this call, please?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] today's date, and what facility are you calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm calling from Kids Medical, the hematology and oncology department.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much OK?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you you have a good week and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.