AccountId: 011433970860
ContactId: 7dff491d-ae61-4fb3-94d0-0b1817a44655
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182139 ms
Total Talk Time (AGENT): 72170 ms
Total Talk Time (CUSTOMER): 81856 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/7dff491d-ae61-4fb3-94d0-0b1817a44655_20250520T19:03_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]. How do you spell your name? I'm sorry.
[AGENT][NEUTRAL] That's all right. It's [PII]
[CUSTOMER][NEUTRAL] Uh, first initial of your last name?
[AGENT][NEUTRAL] That it's [PII]
[CUSTOMER][NEUTRAL] OK. [PII], um my name is [PII]. That's spelled [PII] and first initials of my last name is [PII]. I am calling to verify eligibility for a patient. um
[CUSTOMER][NEUTRAL] Uh, I have her ID number.
[AGENT][NEUTRAL] OK, I can take that eligibility for you. Uh, [PII], before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you. And then I can go ahead and take that policy number.
[CUSTOMER][NEUTRAL] It's 01989148 M as in Mary, L as in Lime 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yes. Uh one moment. Uh it is uh [PII]. I can't say her last name, [PII] Her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm so sorry, [PII], I think I might have misheard that policy number. Could you repeat that for me?
[CUSTOMER][NEUTRAL] Yes, it's 01.
[CUSTOMER][NEUTRAL] 989148. M as in Mary, L as in Larry, number 7.
[AGENT][NEUTRAL] OK, that is what I've got. I've only got one member under this policy though and it's not who you listed.
[CUSTOMER][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What is his date of birth? Do you happen to have that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, I have it as [PII], yes, um, but he is the only member listed under this policy.
[CUSTOMER][NEUTRAL] So it doesn't have dependents?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK. Got you. And what is that, do you give a reference number?
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date. Um, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yeah, what kind of policy is this? Like, does it cover, um, is it for like office business or is it just for like inpatient and outpatient hospital?
[AGENT][NEUTRAL] Sure. So it is a secondary medical policy and it is designed to help with co-pay, deductible and co-insurance after major medical pays. And uh there are two separate benefits for outpatient and inpatient services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I think that's all I needed, [PII]. Thank you so much. I appreciate your help. You have a wonderful rest of your day.
[AGENT][NEUTRAL] All right, of course.
[AGENT][POSITIVE] Yeah, thanks for giving us a call [PII]. I hope you do too. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.