AccountId: 011433970860
ContactId: 84b08d67-75b7-463f-a252-062d9914ce98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164619 ms
Total Talk Time (AGENT): 46281 ms
Total Talk Time (CUSTOMER): 90030 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/84b08d67-75b7-463f-a252-062d9914ce98_20250509T14:02_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to verify if a patient's medical insurance is effective. Can you help me with that?
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. May I ask who's calling?
[CUSTOMER][NEUTRAL] Um, my name is [PII] and I'm calling from Doctor um.
[CUSTOMER][NEUTRAL] Who's seeing them? I believe it's Doctor [PII]. Let me see which doctor I'm calling for.
[CUSTOMER][NEUTRAL] Um, I'm calling for Doctor [PII].
[CUSTOMER][NEUTRAL] He's a pediatric cardiologist at Washington University School of Medicine.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, 02144068.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, it's a dependent child. It's [PII].
[AGENT][NEUTRAL] And their date of birth
[CUSTOMER][NEUTRAL] Do you need me to spell that?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits on this policy?
[CUSTOMER][NEUTRAL] Yeah, and if it's active.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK, and now I don't know if we're in network with here um.
[AGENT][NEUTRAL] It doesn't have a network. It coordinates with their primary insurance.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, so this is not the primary insurance?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] It's a secondary policy.
[CUSTOMER][POSITIVE] OK, so they're Blue Cross, it's a secondary. OK, all right, thank you so much. That's all I needed. You're great.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank, thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.