AccountId: 011433970860
ContactId: 86909f15-921d-4090-8f40-e7d10d66970a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105980 ms
Total Talk Time (AGENT): 45720 ms
Total Talk Time (CUSTOMER): 52692 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/86909f15-921d-4090-8f40-e7d10d66970a_20250129T19:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Doctor [PII]'s office. I'm calling because I have a patient that has uh American Public Life supplement insurance, and I wanted to confirm that is active.
[AGENT][NEUTRAL] All right, I'm happy to check eligibility today, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I'm not sure because I don't see it here. Is it the group number or the payer ID because I don't see any other number here.
[AGENT][NEUTRAL] Mm, it wouldn't be either of those. Do you see like an in hospital cert or outpatient cert number?
[CUSTOMER][NEUTRAL] Yes, I see outpatient benefits er number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can give me that.
[CUSTOMER][NEUTRAL] 02315165 M for Mary L for Larry 8.
[AGENT][POSITIVE] All right. Thank you so much, [PII]. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So member plan is active. The effective date is [PII]. Uh, we're the secondary insurance, so it covers deductible, co-pay, co-insurance. Primary doesn't.
[CUSTOMER][NEUTRAL] So it covers deductible, car insurance, and co-pay?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So in other words, the patient doesn't have to pay the copay for specialist.
[AGENT][NEGATIVE] Shouldn't have to, correct. This should cover it.
[CUSTOMER][NEUTRAL] OK perfect and so the member ID is the one that I just gave you?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. And is there like a call reference number or just today's day with the time?
[AGENT][NEUTRAL] Uh, the call reference is my name with today's date. My name again is [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you very much have a good day.
[AGENT][NEUTRAL] You too, Ma. Bye bye.