AccountId: 011433970860
ContactId: 80c43983-79b9-42ed-a835-de2c3b31d955
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189220 ms
Total Talk Time (AGENT): 65933 ms
Total Talk Time (CUSTOMER): 96610 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/80c43983-79b9-42ed-a835-de2c3b31d955_20250210T15:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Saint Francis Coordination of Benefits department. I'm calling to see if, uh, check on coverage for a patient to make sure it's active and to see if you require coordination of benefits. I do need to let you know the entire call is monitored and recorded for quality and compliance purposes, and I'm so sorry, but I missed your name at the beginning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no, you're fine. It's [PII], last initial [PII] and you said your name is [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] OK, and what's that policy number, please?
[CUSTOMER][NEUTRAL] All right, it is.
[CUSTOMER][NEUTRAL] 01986333.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] Let me see if they have a current policy. OK, the policy number you gave it terminated [PII]. However, they do have an active policy, and I give you that number when you're ready.
[CUSTOMER][NEUTRAL] Oh, OK, um, let me see here.
[CUSTOMER][NEUTRAL] Give me one sec here. I don't wanna get the numbers confused, so I'm gonna make a note. The one ending in 8 or 6333 termed you said it termed on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and the new number?
[AGENT][NEUTRAL] Oh, not 2005, 25, bless it. Sorry.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. OK, 2025.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, and then the new number.
[AGENT][NEUTRAL] It's 2
[CUSTOMER][POSITIVE] It was effective. Oh, I'm sorry.
[AGENT][NEUTRAL] Oh [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Oh, that's OK, um, go ahead with the new number.
[AGENT][NEUTRAL] OK, it's 256-6459.
[CUSTOMER][NEUTRAL] OK, that's 256645-9.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So the effective date for that, would it be [PII] or [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and do you all require a coordination of benefits um to be on file or do you just require the, the primary EOB?
[AGENT][NEUTRAL] Uh, we would just require the primary it be since the type of policy they have is just a secondary supplemental only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate your help with this. Do you have a reference number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK wonderful thank you so much for your help, [PII]. I hope you have a wonderful day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Mm bye.