AccountId: 011433970860
ContactId: 9f2a7fad-0e9a-4242-a202-48882366cd35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167029 ms
Total Talk Time (AGENT): 61646 ms
Total Talk Time (CUSTOMER): 53072 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/9f2a7fad-0e9a-4242-a202-48882366cd35_20250304T21:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over at New Moor's Children's Hospital. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you, [PII]?
[CUSTOMER][POSITIVE] Pretty good, thanks. I was calling, I've got a patient that I was just hoping to find out if their policy was active.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, yes, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I have policy or cert number 02496874.
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, and may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, and 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] OK, so this is a secondary plan, is that what you said?
[AGENT][NEUTRAL] Mhm. Yes, this is a secondary plan.
[CUSTOMER][NEUTRAL] Oh, OK, good to know because they show no other insurance, so if it's not secondary, it doesn't pay, right?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, correct, we only pay as secondary. We don't pay as primary. Um, I can check and see probably who she got as a primary. Let me see.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Cigna, it looks like Cigna is the primary.
[CUSTOMER][NEUTRAL] Cigna is the primary? OK, alright, let me reach out to the parents and see if I can get that information. So, um, may I ask you, is there a call reference number?
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK fantastic hey so I appreciate your help.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Thank you for calling ATL. You have a good afternoon.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.