AccountId: 011433970860
ContactId: b82378b7-ad67-4b73-baa5-f165cd3bcc59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140399 ms
Total Talk Time (AGENT): 59761 ms
Total Talk Time (CUSTOMER): 52191 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/b82378b7-ad67-4b73-baa5-f165cd3bcc59_20250421T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You for calling
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling you from provider's office. How are you, ma'am?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][POSITIVE] Good actually, thank you so much for asking too and um I'm looking for the eligibility for one of my patients. Could you help me with that?
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's going to be [PII], direct line.
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, it's going to be 01851715.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, would, the last name, [PII], first name and [PII]. Date of birth.
[AGENT][POSITIVE] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with uh co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mm, OK. And um what kind of plan is that? Is it, is it a supplemental?
[AGENT][NEUTRAL] Secondary medical.
[CUSTOMER][NEUTRAL] 2 secondary, right?
[AGENT][NEUTRAL] It is a secondary medical policy.
[CUSTOMER][NEGATIVE] So there will be no patient responsibility like uh no directable no out of pocket, nothing.
[AGENT][NEUTRAL] Um, let me see if this plan has a deductible. Give me just a moment.
[AGENT][NEUTRAL] No, this policy does not have any deductibles or copays.
[CUSTOMER][NEUTRAL] And no out of pocket also, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right. Thanks so much, ma'am. Can I have your name and the last name in along with the reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh surname is spelled [PII] Last initial [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] No, and thank you so much, ma'am. You have a wonderful day ahead and take care.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye.