AccountId: 011433970860
ContactId: bd17ccb7-01d7-45cd-8214-60f617e73729
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118839 ms
Total Talk Time (AGENT): 57337 ms
Total Talk Time (CUSTOMER): 48850 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/bd17ccb7-01d7-45cd-8214-60f617e73729_20250317T15:41_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]. My name is [PII] and I wanted to verify if the patient has coverage.
[AGENT][POSITIVE] OK, I'm happy.
[CUSTOMER][NEUTRAL] With you guys?
[AGENT][POSITIVE] Yeah, I'm happy to check on coverage and benefits. What is their policy number?
[CUSTOMER][NEUTRAL] I have it 02335900 M like Mike L like Lima 800.
[AGENT][POSITIVE] OK. Thank you. Let's take a look here.
[AGENT][NEUTRAL] And then what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Alright, thank you so much. So the patient is active. It looks like the effective date for them is [PII]. We're the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance of the primary does not.
[CUSTOMER][NEUTRAL] OK, the primary doesn't. If the primary doesn't have any co-payments, or if the primary does have a co-payment, then you will pick it up.
[AGENT][NEUTRAL] Mhm.
[AGENT][MIXED] Correct, yeah, but the primary has to pay for us to pick up any coverage.
[CUSTOMER][POSITIVE] OK. OK. That's OK, perfect.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] coverage. OK. All right. And that's what I wanted to clarify. Um, could I have a reference for this call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial in today's date. My name again is [PII], that's [PII] My last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, perfect. All right, great. Thank you again for your assistance.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] Likewise. Thank you.
[AGENT][NEUTRAL] Bye bye.