AccountId: 011433970860
ContactId: a5c3aa5f-1220-4738-9d10-1a244e32001b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155770 ms
Total Talk Time (AGENT): 52688 ms
Total Talk Time (CUSTOMER): 71735 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/a5c3aa5f-1220-4738-9d10-1a244e32001b_20250507T13:22_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Saint Francis Coordination of Benefits department, and I'm calling to verify coverage is active for a patient. Uh, I do need to let you know the entire call is monitored and
[AGENT][POSITIVE] Sure, I can assist you with that [PII].
[CUSTOMER][NEUTRAL] I'm sorry about that. I do need to let you know the entire call is monitored and recorded for quality and compliance purposes.
[AGENT][POSITIVE] [PII], can I have the spelling of your name and a callback number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Me, can I have the spelling Yes, it's [PII] and [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is the policy number of the member?
[CUSTOMER][NEUTRAL] the policy number
[CUSTOMER][NEUTRAL] It is um 019863007.
[AGENT][NEUTRAL] [PII], could you verify this patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility?
[CUSTOMER][NEUTRAL] Yes, I just wanna make sure it's just active and that this is a secondary plan only.
[AGENT][NEUTRAL] If this is a gap insurance, the policy number is 2566446.
[CUSTOMER][NEUTRAL] OK, the new it's a new policy number or is that?
[AGENT][NEUTRAL] Yes, the policy is 256-6446.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and it's um it's it's one of those that it cannot be in primary right secondary only.
[AGENT][POSITIVE] Yes, that is correct. This is a gap insurance.
[CUSTOMER][POSITIVE] OK, alright, thank you so much. Do you have a reference number?
[AGENT][NEUTRAL] You're welcome. We don't provide those, [PII]. however, you can use my name in today's date as a reference. It's [PII] and today's date. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] No, that is all for now. Thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Have a great day. Good bye.
[CUSTOMER][POSITIVE] Uh you too thank you bye bye.