AccountId: 011433970860
ContactId: a5f5b6ee-1a27-4460-a868-63232c0e6165
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169130 ms
Total Talk Time (AGENT): 57248 ms
Total Talk Time (CUSTOMER): 76717 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/a5f5b6ee-1a27-4460-a868-63232c0e6165_20250207T14:26_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning. I'm sorry, what's your first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Hi, yes, my name is [PII]. I'm calling from Broer Health Medical Center and I was calling to check uh patients eligibility.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, we have 01062704.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] Thank you and you're just wanting to know the effective date and if the policy is currently active?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, I have that information. I'm showing an effective date of [PII]. Uh, the policy is currently active at this time. And any other questions, [PII]?
[CUSTOMER][NEUTRAL] So [PII] and current.
[AGENT][NEUTRAL] Mhm you're [PII] and currently active.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And you guys are a secondary payer correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. And let me ask you, is this a um PPO policy or HMO?
[AGENT][NEUTRAL] It's a it's a a met link policy it's a supplemental policy.
[CUSTOMER][NEUTRAL] You said Medin supplement?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And just to uh make sure your mailing address is at the [PII].
[CUSTOMER][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] City State [PII].
[AGENT][NEUTRAL] And the zip code is?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're ready for the zip code?
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK. The zip code is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, repeat that for me. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. Perfect.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I think that would be all.
[AGENT][POSITIVE] OK, Ms. [PII], well, if no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.