AccountId: 011433970860
ContactId: 86a964a3-9f4a-4e5f-ad66-a2a3ecc86759
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148619 ms
Total Talk Time (AGENT): 61399 ms
Total Talk Time (CUSTOMER): 47070 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/86a964a3-9f4a-4e5f-ad66-a2a3ecc86759_20250109T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. I wanna check benefits on a patient.
[AGENT][POSITIVE] OK, I'm happy to check benefits today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] OK, that's actually our electronic payer ID. Do you see anything else as far as member number or anything?
[CUSTOMER][NEUTRAL] Members coverage family group effective date um.
[CUSTOMER][NEUTRAL] I know. The group number?
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It's 25137.
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] OK, um, it's gonna be the first name is [PII].
[CUSTOMER][NEUTRAL] And last name is [PII].
[CUSTOMER][NEUTRAL] And she's a spouse.
[AGENT][NEUTRAL] OK, what is the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so patient plan is active. The effective date on this is [PII]. Would you like the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] That's gonna be 02427124.
[CUSTOMER][NEUTRAL] And this is a supplement, right?
[AGENT][NEUTRAL] Correct, this is secondary insurance, so this is gonna cover their deductible, co-pay or co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Alright, so that was it um can I get a reference number for the call?
[AGENT][NEUTRAL] Absolutely call references my name with my last initials and today's date. My name again is [PII], that's [PII] Last initials of my name is [PII].
[CUSTOMER][POSITIVE] Perfect, Ms. [PII]. Thank you and have a blessed day, OK?
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.