AccountId: 011433970860
ContactId: b1394edd-acd4-460c-8b29-01438f0ec561
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242380 ms
Total Talk Time (AGENT): 76219 ms
Total Talk Time (CUSTOMER): 99614 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/b1394edd-acd4-460c-8b29-01438f0ec561_20250529T15:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[AGENT][NEUTRAL] OK. And Ms. [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Um, I'm calling to verify, um, eligibility for the patient's plan.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And what's that policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm looking at the card, um, it says insured that has like her name and then coverage individual and then there's a group number effectively.
[CUSTOMER][NEUTRAL] And then the plan says med link select group med supply and then there's a.
[AGENT][NEUTRAL] At the bottom.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, at the bottom it has hospital benefits cert number and outpatient benefit cert number one.
[AGENT][NEUTRAL] OK, either one of those two in hospital or outpatient, yes ma'am.
[CUSTOMER][NEUTRAL] So that that 10.
[CUSTOMER][NEUTRAL] OK, uh 016.
[CUSTOMER][NEUTRAL] 1 01616247 ML 8.
[CUSTOMER][NEUTRAL] And then the that's the outpatient and then the in hospital is the same but 7 at the end instead of 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Uh, let's see. I'm showing that policy number terminated on [PII]. Uh, she does have a current, um, I'm sorry, [PII], um, but she does have a current policy, and I can give that to you when you're ready.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK. It is 253.
[AGENT][NEUTRAL] 8101.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] What is the plan different?
[AGENT][NEUTRAL] Um, no, it's the same as far as being a secondary supplemental.
[CUSTOMER][NEUTRAL] The new plan.
[AGENT][NEUTRAL] And it has a different policy number and effective date um of [PII] and this policy is active.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] 10 124 OK and so you said the policy number is 253-810?
[AGENT][NEUTRAL] 8101.
[CUSTOMER][NEUTRAL] 8101 OK 25.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, um, so it's uh.
[CUSTOMER][NEUTRAL] Supplemental plan.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Can I have a reference number for the call please?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.