AccountId: 011433970860
ContactId: 8734832a-1bfb-498d-8dbf-337e8dfa2d92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236479 ms
Total Talk Time (AGENT): 73877 ms
Total Talk Time (CUSTOMER): 93056 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8734832a-1bfb-498d-8dbf-337e8dfa2d92_20250415T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, sir. My name is [PII]. I'm calling from the office of Doctor Ernesto Blanco, uh, provider's office. I'm trying to verify if the patient insurance is currently active.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I do. Uh, the is it the, the certification number?
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][NEUTRAL] OK, yes, it's 0229662 A M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] I think I missed a number. It was 029.
[CUSTOMER][NEUTRAL] No, it's 0229.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 662 8.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, 6628 M as in Mary, L as in Larry, 7.
[AGENT][POSITIVE] All right, thank you so much. Apologize for that. And then can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes. The first name is [PII], the last name is [PII], [PII] The date of birth is [PII].
[AGENT][POSITIVE] Alright. Thank you so much. So, the patient is active. It looks like the effective date on here is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, we are the members secondary insurance, so this does cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, give me one second, I'm sorry, I'm just trying to put this in here because I have to.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Managed by the insurance OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, can you get your name one more time, my dear? I apologize.
[AGENT][NEUTRAL] Yeah, no problem. My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] [PII], thank you. So, the patient's insurance is in uh is active. And when, when was the start date you said?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me get that for you again. One moment. Let's see. The effective date is gonna be [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and you say that the insurance covers copay, deductibles, and out of pocket?
[AGENT][NEUTRAL] Uh, yeah, the deductible, co-pay and co-insurance from the primary.
[CUSTOMER][NEUTRAL] Oh, Insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah insurance.
[CUSTOMER][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] And can I get a reference for the call?
[AGENT][NEUTRAL] Absolutely call references my name with my last initial than today's date again my name is [PII], my last initial is gonna be [PII], and then today's date which is [PII].
[CUSTOMER][POSITIVE] OK, thank you. I do appreciate that, Ms. [PII], so I have everything I needed thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.