AccountId: 011433970860
ContactId: a155a392-988a-4600-a8da-ac626419c7fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236919 ms
Total Talk Time (AGENT): 63439 ms
Total Talk Time (CUSTOMER): 128226 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/a155a392-988a-4600-a8da-ac626419c7fd_20250403T17:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII]. I'm calling to get eligibility.
[CUSTOMER][NEUTRAL] On the patient or benefits if they have both?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 019798.
[CUSTOMER][NEUTRAL] 83.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] You're welcome. OK.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] OK, let me get that for you.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Doctor's office. And I need to know, um, you said your name is [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, sorry.
[CUSTOMER][NEUTRAL] Oh, I was way off. OK, [PII], I'm so sorry. Um, is this the only insurance of the patient? Is it considered primary?
[AGENT][NEUTRAL] No, ma'am. This is a secondary policy.
[CUSTOMER][NEUTRAL] Oh, but it and it's still active?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, because I don't show a primary here so let me go ahead and and get the um.
[AGENT][POSITIVE] She, she would have to have a primary to have this one.
[CUSTOMER][NEUTRAL] OK, so I think I'm seeing, I think I'm seeing what it can be. It's on the miscellaneous, it didn't pull in, so I'm gonna have to call on this one here as well. OK, OK, [PII], I mean, [PII], so, um, you said it's active?
[AGENT][NEUTRAL] It is active and I can give you those benefits. Um, is it for the actual?
[CUSTOMER][NEUTRAL] Uh, no, I just need to know.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] No, I just need to know since she has, since um she has primary, I just need to know if this has been um active and that's all because it's a secondary insurance. It's like a supplemental plan.
[AGENT][NEUTRAL] Yes, ma'am. It coordinates with our.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so let me just put that active, active, um.
[CUSTOMER][NEUTRAL] So plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII] I just need um the first initial of your last name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, and this has been effective on from since when that's all I need and then reference number.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] 12 1 of 20.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, yeah, we have a claims address of, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] [PII], [PII]? OK.
[CUSTOMER][POSITIVE] OK, that'll be it this time. I'm so sorry. It's a long day. OK.
[AGENT][POSITIVE] That's OK. Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] Thank you. So the reference number is your name and today's date, right?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] OK thank you you too, um, [PII] have a wonderful afternoon bye bye.
[AGENT][NEUTRAL] You too, bye-bye.
[CUSTOMER][POSITIVE] Thanks, bye.