AccountId: 011433970860
ContactId: ba7adfb2-2266-49a5-9734-7eb3a88c71ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138059 ms
Total Talk Time (AGENT): 56520 ms
Total Talk Time (CUSTOMER): 36300 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/ba7adfb2-2266-49a5-9734-7eb3a88c71ce_20250523T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if the patient still um.
[CUSTOMER][NEUTRAL] Active with this insurance?
[AGENT][POSITIVE] OK, I can help you with eligibility. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][NEUTRAL] I'm sorry, what was after [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And the policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 02360102
[AGENT][NEUTRAL] Alright, let me look that up for you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK. And does this cover office co-pay, deductible, out of pocket?
[AGENT][NEUTRAL] Yes, so this is a secondary gap insurance that goes towards co-pay, co-insurance, and co-deductible. So yes, if you're filing a claim with this policy, we'll need the primary insurance um explanation of benefits or EOB.
[CUSTOMER][NEUTRAL] Alright thank you and can I have a reference number please?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initials and today's date. So [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.