AccountId: 011433970860
ContactId: a6c334e7-0daf-439e-9bc0-260886d3d02e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191130 ms
Total Talk Time (AGENT): 54697 ms
Total Talk Time (CUSTOMER): 97864 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/a6c334e7-0daf-439e-9bc0-260886d3d02e_20250611T19:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII]. I'm calling to get eligibility on a member.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number on it in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII] and I have an extension [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 65,040.
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] And can I verify his date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing eligibility?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, that's it. Mhm.
[AGENT][NEUTRAL] OK, the effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, active.
[CUSTOMER][NEUTRAL] Um, is this like a, a secondary insurance?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It coordinates with the primary insurance, whatever the primary applies to their deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Oh, OK. Effectively said, I'm sorry again, [PII], what did you say?
[AGENT][NEUTRAL] 21 of 24.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, that's all I need. Um, so then.
[CUSTOMER][NEUTRAL] OK, so then I have the um
[CUSTOMER][NEUTRAL] The group name as being EAC Consulting Inc. is that correct?
[AGENT][NEUTRAL] I have Connect Engineering.
[CUSTOMER][NEUTRAL] OK, great. Yeah. OK. I have that too for the um the Blue Cross, the main insurance. But it's just that they had that other name on this, just double check it. And then we have a, a group number of 26,310. Is that correct? 26,310? Oh, OK.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, [PII], let me go ahead and um let me see here. Call me get your [PII] spelled common, the common spelling, right?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And do you get first initials of your last name, [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Got it. OK, thank you so much, [PII], for your help. Have a wonderful rest of your day.
[AGENT][POSITIVE] Thank you, [PII] for
[AGENT][NEUTRAL] Calling APL you as well. Mhm. Bye bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you. OK. Bye-bye. You're welcome.