AccountId: 011433970860
ContactId: a56bfd45-1a1d-4f85-b0ad-27468c3630f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209139 ms
Total Talk Time (AGENT): 85550 ms
Total Talk Time (CUSTOMER): 72355 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/a56bfd45-1a1d-4f85-b0ad-27468c3630f9_20250324T19:32_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Turk Oncology. I'm calling to verify an insurance.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02559490.
[AGENT][POSITIVE] Thank you, [PII]. I'm getting that policy pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me just one second. I'm the policy number you gave me is not active, so let me, I'm checking a little further for you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] I do see an active policy for [PII].
[CUSTOMER][NEUTRAL] Mhm. Oh, he must have given me the wrong card. He's here right now.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] He did. He did. His active policy number is 243.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 328 4.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] 243-3284. OK, perfect, perfect.
[CUSTOMER][NEUTRAL] OK, and then when was the effective date?
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, um, is there any way to fax over any of the verifications to us?
[AGENT][NEGATIVE] Unfortunately, we don't have any um eligibility faxes available.
[CUSTOMER][POSITIVE] Um, OK, I was just having issues getting on the site, but I can try it again, but this is actually perfect that way I can make an update on his profile for him.
[AGENT][NEUTRAL] Yes, ma'am, and it is a secondary policy to the policyholder's major medical coverage.
[CUSTOMER][NEUTRAL] OK, perfect. And then um let me see, may I have a reference number as well?
[AGENT][POSITIVE] Reference number is my name and today's date, and I spell my name [PII] name [PII]. And [PII], it was a pleasure to assist you with that eligibility for [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that was everything.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you you too have a good day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.