AccountId: 011433970860
ContactId: 92f61f18-08b0-4f1e-9ed6-4b9d2694f614
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158059 ms
Total Talk Time (AGENT): 59472 ms
Total Talk Time (CUSTOMER): 90775 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/92f61f18-08b0-4f1e-9ed6-4b9d2694f614_20241231T19:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm needing to do uh eligibility and benefits, please.
[AGENT][NEUTRAL] OK and your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And [PII], can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is, uh, let's see here, 021-80306.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's area code [PII].
[AGENT][POSITIVE] Thank you for that information. One moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I do have an extension, ma'am. I don't know if you need that.
[AGENT][NEUTRAL] Oh, OK, go ahead.
[CUSTOMER][NEUTRAL] OK. 78008.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thanks for that, [PII], and you're checking for eligibility and then benefit information?
[CUSTOMER][NEUTRAL] That's eligible.
[CUSTOMER][NEUTRAL] Uh, yes, well, really just eligibility. Uh, I'm not sure if you're a primary payer because we have the patients having Blue Cross Blue Shield as well, and I'm needing to find out whether you're a primary payer or secondary payer.
[AGENT][NEUTRAL] OK, I'm showing the effective date is [PII]. I'm showing this policy is no longer active as of [PII], and I do not show any active coverage for this patient at this time. Uh, this is a meddling gap policy which was secondary to the major medical plan.
[CUSTOMER][NEUTRAL] Is the [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] of
[CUSTOMER][NEUTRAL] 2024
[CUSTOMER][NEUTRAL] that time.
[CUSTOMER][NEUTRAL] Your policy was
[CUSTOMER][NEUTRAL] Medical plan
[CUSTOMER][NEUTRAL] And it expired [PII]. OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right, Ms. [PII], may I just get a reference number and the first initial to your last name and we'll be done.
[AGENT][NEUTRAL] OK, of course. Uh, the first initial to my last name is [PII] spelling of my first name is [PII], and you'll use my name in today's date as reference for today's call, [PII], and any other questions?
[CUSTOMER][NEUTRAL] They are
[CUSTOMER][NEUTRAL] My first in the top.
[CUSTOMER][NEUTRAL] Y
[CUSTOMER][NEUTRAL] My day today.
[CUSTOMER][POSITIVE] No, that is it. I thank you so very much. You have a great rest of your afternoon and uh happy New Year's.
[AGENT][POSITIVE] Same to you, [PII], thanks for calling APL. Happy New Year.
[CUSTOMER][POSITIVE] Thank you.