AccountId: 011433970860
ContactId: 98335895-1704-4df1-a39a-f1a2ac327c54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102819 ms
Total Talk Time (AGENT): 64908 ms
Total Talk Time (CUSTOMER): 35332 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/98335895-1704-4df1-a39a-f1a2ac327c54_20250410T16:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Um, yes, I needed to verify what type of plan a patient has.
[AGENT][POSITIVE] Yes, ma'am. I'll be glad to help you. Go and give me your name and a member certificate number.
[CUSTOMER][NEUTRAL] Um, it's [PII] and the num the plan number is 02122401.
[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, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Now your patience and name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Alright, looks like he is the insured. This is a medical supplemental plan here at APL, but I do show it is effective [PII], but I do show that this plan did terminate here at APL on [PII], so he does not have an active plan here at all, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, I know this is I'm talking about past claims so this is a so it's a medical supplemental plan.
[AGENT][NEUTRAL] OK, that, yes, ma'am.
[AGENT][NEUTRAL] Medical supplemental plan to his primary major medical plan. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then what is your uh timely filing?
[AGENT][NEUTRAL] We do not have a timely filing limit, so you are good to file any claims that is within that covered effect uh effective term date.
[CUSTOMER][NEUTRAL] All right, can I get a call reference number please?
[AGENT][NEUTRAL] Well, is that all that I can help answer for you?
[CUSTOMER][NEUTRAL] Alright it's your name?
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Alrighty, [PII], well, that's all I can help you with. OK. Well, thanks for calling APL, [PII]. OK, bye-bye.
[CUSTOMER][NEUTRAL] That's it, that's all I needed.
[CUSTOMER][POSITIVE] All right sounds good thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.