AccountId: 011433970860
ContactId: 9437597e-0c53-41aa-acbc-6eea66d5777d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166779 ms
Total Talk Time (AGENT): 50757 ms
Total Talk Time (CUSTOMER): 76940 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/9437597e-0c53-41aa-acbc-6eea66d5777d_20250130T17:36_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. This is [PII]. I'm calling from B's office in regarding to check the eligibility of the patient.
[AGENT][POSITIVE] Hi [PII], I'd be happy to assist with eligibility. May I have a good call back number for you?
[CUSTOMER][NEUTRAL] Sure, have a callback phone number it's [PII]. It's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have the policy number. It's 024.
[CUSTOMER][NEUTRAL] 34552. I'll repeat. 02434552.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient your name I have first name it's uh [PII]. The last name [PII] and her date of birth on [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], I'm sorry, [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient. Uh, just I'm looking for the only eligibility.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, no more questions. Could you please, uh, repeat the effect that one second. It's on [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Thank you. And may I know the plan type?
[AGENT][NEUTRAL] Um, hospital indemnity plan.
[CUSTOMER][NEUTRAL] Hospital
[CUSTOMER][POSITIVE] Thank you. And may I know the COB information is it is primary favorite second repairer for this patient?
[AGENT][NEUTRAL] Um, we don't coordinate benefits, so we will be primary.
[CUSTOMER][NEUTRAL] OK, thank you. Can I get the call reference number for this conversation?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, no more questions. Thank you, [PII]. Thank you for your assistance. Have a good day. bye for now.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] Yes, goodbye.
[CUSTOMER][NEUTRAL] Yeah, [PII], just a minute.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah, I'm looking for the urgent care service for medical. Is it is cover for medical?
[AGENT][NEUTRAL] Yes, it is covered for medical.
[CUSTOMER][POSITIVE] Yeah, thank you for confirmation. Have a good day.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.