AccountId: 011433970860
ContactId: b3bc8424-7797-4c90-88f3-839ffc9495b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118980 ms
Total Talk Time (AGENT): 46527 ms
Total Talk Time (CUSTOMER): 63812 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/b3bc8424-7797-4c90-88f3-839ffc9495b1_20250117T22:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], is, um, I'm just a provider from a hospital. I was just calling to check and.
[CUSTOMER][POSITIVE] Benefits on an APL insurance and if it's active still, are you able to help me out awesome. I have the policy number here 254-3184.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me know, yeah, uh 254-318-4.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here.
[CUSTOMER][NEUTRAL] And his
[CUSTOMER][POSITIVE] Oh, OK, no problem.
[AGENT][NEUTRAL] Can I grab your first name, please?
[CUSTOMER][NEUTRAL] Yes, mine are his.
[AGENT][NEUTRAL] Your first name, I'm sorry.
[CUSTOMER][NEUTRAL] Oh, [PII]
[AGENT][NEUTRAL] Thanks, [PII]. And then patient name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date is [PII], or the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance of the primary does not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. OK, so it covers the copay and the.
[CUSTOMER][NEUTRAL] Deductible, right?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Got it, perfect. And then you said the activity, sorry, you said the activity was 9-1-24?
[AGENT][NEUTRAL] Anything else I can
[AGENT][POSITIVE] Yeah, that's the effective date.
[CUSTOMER][POSITIVE] Active, uh, perfect. And the last thing just your name, sorry.
[AGENT][NEUTRAL] No worries. Last initial to my name is gonna be [PII].
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that's the call reference my name with my last initial in today's date.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Sorry, your, your first name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, [PII], I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] Have a good day you too.