AccountId: 011433970860
ContactId: 917b333c-5ef9-4c86-8263-9e5c4bf56aea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182820 ms
Total Talk Time (AGENT): 75205 ms
Total Talk Time (CUSTOMER): 65908 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/917b333c-5ef9-4c86-8263-9e5c4bf56aea_20250312T19:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] I wanted to check eligibility for 2 patients.
[AGENT][POSITIVE] OK I'll be glad to help you go and give me your name and the policy number, please.
[CUSTOMER][NEUTRAL] Um, my name is [PII]. I'm calling from Southeast Iowa Regional Medical Center. Let me find the, um,
[CUSTOMER][NEUTRAL] The policy number 1 2nd.
[AGENT][POSITIVE] Sure, [PII], no problem.
[CUSTOMER][NEUTRAL] OK. Policy number is
[CUSTOMER][NEUTRAL] 01849102
[AGENT][NEUTRAL] Alrighty, [PII]. Thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for that. What's your patient's name and date of birth today?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thanks for that, [PII]. Looks like [PII] is the insured on this medical supplemental plan to show the original effective date. as [PII] patient is still current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I was just checking eligibility. Um, I also want to check eligibility for, I think his son, let me just check one second.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] OK, um, patient's name is also [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII] looks like he is covered as a dependent under this medical supplemental plan, same effective date and active at this time.
[CUSTOMER][NEUTRAL] OK, does the, does this plan process under uh Blue Cross Blue Shield as primary?
[AGENT][NEUTRAL] Uh, yes, we are just a supplemental plan to their primary major medical coverage, yes.
[CUSTOMER][POSITIVE] OK, no problem. Sounds good. I will, oh, and what did you say your name was?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[AGENT][NEUTRAL] [PII] and [PII], is that all I can help you with?
[CUSTOMER][NEUTRAL] Um, do you guys provide reference numbers?
[AGENT][NEUTRAL] No, we do not, but you can use my name today's date if you need to do so, [PII], OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am, and thank you for calling APL and [PII]. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.