AccountId: 011433970860
ContactId: 95cb225a-a7f1-43fe-88ee-6bb20e1465c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131940 ms
Total Talk Time (AGENT): 55198 ms
Total Talk Time (CUSTOMER): 52912 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/95cb225a-a7f1-43fe-88ee-6bb20e1465c0_20250129T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning, [PII]. How are you today?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm doing well, thanks for asking. My name is [PII]. I am calling from Washington University School of Medicine in [PII].
[CUSTOMER][NEUTRAL] And I was trying to verify eligibility on the post, please.
[AGENT][NEUTRAL] All right, [PII], I'm happy to verify eligibility and benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 01966571
[AGENT][NEUTRAL] Alright, let me pull that up here one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] I'm not sure how to pronounce it. Uh date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date is [PII]. We are the uh patient secondary insurance, so this covers deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] Anything as far as a um
[CUSTOMER][NEUTRAL] Referral or any of that. None of that is required, correct?
[AGENT][NEUTRAL] Correct, yeah, no pre-authorization or any of that is needed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And do you guys give call reference numbers?
[AGENT][NEUTRAL] Absolutely, that's going to be my name with my last initial and then today's date. My name again is [PII] and the last initial to my name is [PII].
[CUSTOMER][NEUTRAL] You said today's date?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh one more question. You said the plan became effective on [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh wow. OK.
[CUSTOMER][POSITIVE] He's been seeing us. I wonder why he didn't give us this card. All right, well, thank you so much. I appreciate your time.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.