AccountId: 011433970860
ContactId: b4de5bc6-e5d4-4222-8547-0c5f381af22e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139759 ms
Total Talk Time (AGENT): 25439 ms
Total Talk Time (CUSTOMER): 71693 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/b4de5bc6-e5d4-4222-8547-0c5f381af22e_20250415T18:50_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How can
[CUSTOMER][NEUTRAL] APL this is [PII]. How can
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from provider office for eligibility and benefits.
[AGENT][POSITIVE] Hey [PII], I can help you with eligibility.
[CUSTOMER][POSITIVE] Hey [PII], I can help you with eligibility.
[AGENT][NEUTRAL] You have a good call back number?
[CUSTOMER][NEUTRAL] Hello. You have a good callback number? Yeah, yeah, callback number is [PII].
[AGENT][NEUTRAL] And the policy
[CUSTOMER][NEUTRAL] And a
[CUSTOMER][NEUTRAL] Can you hear me? Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] Yeah, the policy number?
[CUSTOMER][NEUTRAL] Yeah the policy number? The policy number is 02331303ML7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] And patient name and date of birth. Patient name is [PII] and date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy is effective [PII].
[CUSTOMER][NEUTRAL] OK, the policy is effective [PII].
[CUSTOMER][NEUTRAL] OK. Policy is active.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Yes, exactly.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] That's exactly.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh I have one more question. Does this plan cover copay from primary insurance?
[AGENT][NEUTRAL] Um, let me check. Hold on one moment.
[CUSTOMER][NEUTRAL] Um, let me check, hold on one moment.
[AGENT][NEUTRAL] I guarantee a payment, basic outline of the policy.
[CUSTOMER][NEUTRAL] On a guarantee of payment basic outline of the policy.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yes, can you hear me? Yeah.
[AGENT][POSITIVE] I'm getting a real uh.
[CUSTOMER][NEUTRAL] Does this cover corporate?
[AGENT][NEGATIVE] No, it does not cover a copay.
[CUSTOMER][NEGATIVE] No, it does not cover a copay.
[CUSTOMER][NEUTRAL] OK. Uh, not cover co-pay, OK?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Does this plan cover copay from primary insurance?
[AGENT][NEGATIVE] Oh, it does not.
[CUSTOMER][NEGATIVE] Oh, it does not. OK.