AccountId: 011433970860
ContactId: a332f931-b96c-4867-adb1-5f4ef916ee7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132119 ms
Total Talk Time (AGENT): 55193 ms
Total Talk Time (CUSTOMER): 57871 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/a332f931-b96c-4867-adb1-5f4ef916ee7b_20250507T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I am calling from Enova Physical Therapy Center.
[CUSTOMER][NEUTRAL] I'm just calling to verify um if a member has active coverage.
[AGENT][NEUTRAL] Sure, I can see if the policy is active. um [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Um, yes, callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Well, well, OK, the ID card has a group number and then it has a outpatient benefit cert number.
[AGENT][NEUTRAL] That would be the one, please.
[CUSTOMER][NEUTRAL] OK, alright, it is 024.
[CUSTOMER][NEUTRAL] 542-48 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII] so this policy is active.
[AGENT][NEUTRAL] Effective date was [PII] and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Got you. OK, so it just kind of coordinates with the primary insurance?
[AGENT][NEUTRAL] Yes, as long as Major Medical is willing to pay this policy can.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] All right, well that is all I needed.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, if I could just get a reference number if you have one.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial and today's date. Uh so my name is spelled [PII]
[CUSTOMER][POSITIVE] All right perfect thank you so much for your help today I appreciate it.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.