AccountId: 011433970860
ContactId: bb3381a8-ced8-4675-86c6-2fe0ac46ad7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172440 ms
Total Talk Time (AGENT): 73799 ms
Total Talk Time (CUSTOMER): 48617 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/bb3381a8-ced8-4675-86c6-2fe0ac46ad7b_20250224T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to verify, um, eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, she gave me 02259966.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Alright, thanks for verifying that [PII] and you're looking for the uh eligibility dates?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have that information for you. I'm showing an effective date of [PII]. Policy is active at this time. And any other questions we can help out with today?
[CUSTOMER][NEUTRAL] Oh, yeah, this is a Medicare supplement.
[AGENT][NEUTRAL] It is not, it's a medin. It's a supplemental, it's a supplemental med link policy which is secondary to the major medical policy.
[CUSTOMER][NEUTRAL] Actually, no, it's 2nd day, never mind, I'm sorry.
[AGENT][NEUTRAL] So it's like a gap policy it's not Medicare.
[CUSTOMER][NEUTRAL] A gap policy.
[CUSTOMER][NEUTRAL] This is not like Aflac is it?
[AGENT][NEUTRAL] No, it's a Min, Medlink policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is there a way of you finding out if we're in network with them or?
[AGENT][NEUTRAL] There is no network since we're secondary to primary, uh, this plan will yeah, reimburse coverage charges applied towards deductible co-insurance and or co-pay amounts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you have a claims mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright, thank you very much [PII] I appreciate it. Oh, is there a call reference number?
[AGENT][POSITIVE] You're welcome, [PII]. Thank you.
[AGENT][NEUTRAL] Uh-huh. You'll use my name and today's date as your reference, [PII]
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you you as well.