AccountId: 011433970860
ContactId: bdcce0ac-d1ac-4e72-ae70-039ff64d155f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108680 ms
Total Talk Time (AGENT): 51390 ms
Total Talk Time (CUSTOMER): 46420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/bdcce0ac-d1ac-4e72-ae70-039ff64d155f_20250429T20:14_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm with Cs coordination of benefits department, and I'm calling to verify that coverage is active for a patient and to verify if this is a secondary plan only and if you require COB. I do need to let you know the entire call is monitored and recorded for quality and compliance purposes.
[AGENT][NEUTRAL] OK, thank you. And what is the policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It is 02251768.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And uh, I certainly can help with eligibility. The policy went into effect on [PII]. It is active. This is a secondary or gap insurance and it's meant to pick up the deductible, co-payment or co-insurance from the major medical now. Now, as such, um, we don't require pre-authorization. Um, you would just need to be in network with their major medical, um, so this is, this is a secondary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you don't require them to update COB with you. They only need to worry about doing that with their primary, is that right?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK, alright, thank you so much [PII]. Do you have a reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that in today's date as a reference. [PII], is there anything else at all that I may help you with?
[CUSTOMER][POSITIVE] That is all for now. Thank you so much.
[AGENT][POSITIVE] Hi, thanks for contacting AT