AccountId: 011433970860
ContactId: ae510bbb-4a83-4032-a23a-e713dc1f3197
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158880 ms
Total Talk Time (AGENT): 45900 ms
Total Talk Time (CUSTOMER): 60558 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/ae510bbb-4a83-4032-a23a-e713dc1f3197_20250501T21:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Aetna. This call may be monitored or recorded for quality and training purposes. I'm calling in regards to eligibility for a member.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, just a moment.
[CUSTOMER][NEUTRAL] Uh, just says group number and hospital benefits er number. I'm looking at the ID card, OK.
[AGENT][NEUTRAL] Yes, that, that would be it.
[AGENT][NEUTRAL] Yeah, the hospital.
[CUSTOMER][NEUTRAL] It's 024.
[CUSTOMER][NEUTRAL] 653.
[CUSTOMER][NEUTRAL] 31, M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] OK, thank you. And you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, it looks like this policy terminated [PII], but let me see if there is a more current policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yep, I found the current one. Let me pull that up.
[AGENT][NEUTRAL] OK, let me give you that number too, so you'll have it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's 250.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 254 6.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And is this for outpatient or do you just need eligibility or any benefits?
[CUSTOMER][NEUTRAL] Uh, it's regarding, so you said the policy effective date was [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And is this like a, uh, this is not a supplemental policy, is it?
[AGENT][NEUTRAL] It it's a secondary policy, so after primary processes, this policy potentially picks up deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that's what I needed. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK.