AccountId: 011433970860
ContactId: 8bfe84e3-6c46-48b0-8262-1fca3331170c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108319 ms
Total Talk Time (AGENT): 50301 ms
Total Talk Time (CUSTOMER): 38927 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/8bfe84e3-6c46-48b0-8262-1fca3331170c_20250408T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] over at Claremont Regional Medical Center. I'm calling to see if a patient is active.
[AGENT][NEUTRAL] All right, I'm happy to check on the eligibility today, [PII], can I get their policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01802763.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And do you have a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and there's no extension.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Uh, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patients active, the effective date on their plan is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, alright, so this works like as a supplement plan?
[AGENT][NEUTRAL] It is a supplement. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alrighty, and I'm assuming authorization is not required?
[AGENT][NEUTRAL] No, it's not. Yeah, correct.
[CUSTOMER][POSITIVE] OK, alrighty, great, thank you so much. Is there a reference number for our call today?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initials in today's date. My name again is [PII], which is [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] Alrighty great thank you so much you have a great rest of your day.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.