AccountId: 011433970860
ContactId: 9190a501-82d8-49f4-ae1e-c430cbb2cbcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115819 ms
Total Talk Time (AGENT): 46247 ms
Total Talk Time (CUSTOMER): 48379 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/9190a501-82d8-49f4-ae1e-c430cbb2cbcf_20250224T22:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So my name is [PII] and I'm trying to verify effective date for my patient and see if he had an active policy on the date of service that we give him services.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and um may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]. The [PII] [PII].
[AGENT][NEUTRAL] May I have your name one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] I have 0237 0333 ML 7.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you, Miss [PII]. All right, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] So they have another plan that's primary is what you're saying?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] So they have United Healthcare maybe the primary payer?
[AGENT][NEUTRAL] Um, I can check and see what they use in, in the risk group, let me see one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, United Healthcare is the primary. Mhm.
[CUSTOMER][POSITIVE] OK doke. Well, thank you very much. I really appreciate it and have a great day.
[AGENT][POSITIVE] Mm. You're welcome. You as well, Miss [PII] and thank you for calling APL. bye-bye.
[CUSTOMER][POSITIVE] OK, thank you, bye.