AccountId: 011433970860
ContactId: 8ce3158b-d403-4bdd-9a06-0250b749e968
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168889 ms
Total Talk Time (AGENT): 59481 ms
Total Talk Time (CUSTOMER): 90269 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/8ce3158b-d403-4bdd-9a06-0250b749e968_20250205T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Aetna Insurance. My initial is B [PII]. So I'm calling on behalf of the member named [PII] to verify the eligibility.
[AGENT][NEUTRAL] OK, yeah, I can check out what's really for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, uh, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um, the best callback number for me is [PII].
[AGENT][NEUTRAL] OK, thank you, and then did you have that policy number?
[CUSTOMER][NEUTRAL] Yeah it's 01897856.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then did you have [PII]'s uh date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK, so it means it is a supplemental plan, correct?
[AGENT][NEUTRAL] Right, uh, secondary and medical, but yes, it is supple supplemental.
[CUSTOMER][NEUTRAL] Supplemental. OK, thank you. And can you please also verify if it is under the employer PWND DBA Paleo Windows and doors.
[AGENT][NEUTRAL] Let's see, give me just a minute. Yes, that's correct. Did you need that, uh, group number?
[CUSTOMER][POSITIVE] Yeah, sure, that would be great.
[AGENT][NEUTRAL] OK, it is 24264.
[CUSTOMER][NEUTRAL] OK perfect thank you so much. So just to confirm uh the effective date is [PII] and it is a medical supplemental plan with the group number 24264 active on employer's name PW and the DBA Pao windows indoors, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK perfect thank you so much for that and by the way, um, just to confirm, [PII] is the policyholder.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Oh, OK, perfect. And can you also see there if there is an independent, um, her the, um, her wife named [PII].
[AGENT][NEUTRAL] Uh, yes, [PII] is covered as the spouse under the policy.
[CUSTOMER][POSITIVE] Oh OK perfect thank you so much for the information. So I need, I think that's all I need for now. Thank you so much, [PII].
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] I