AccountId: 011433970860
ContactId: c1aeef15-1318-4fc3-bf28-0f3777d6c4ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163279 ms
Total Talk Time (AGENT): 83369 ms
Total Talk Time (CUSTOMER): 35932 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/c1aeef15-1318-4fc3-bf28-0f3777d6c4ba_20250612T14:48_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting UTL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I'm calling from Memorial Hospital's free services department. My name is [PII]. I'm calling to verify if a patient is active with Gap Insurance.
[AGENT][NEUTRAL] I can certainly look at the, uh, the eligibility, [PII]. Um, what is that, uh, policy number that we're looking at today?
[CUSTOMER][NEUTRAL] That will be 02440192 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So is there also a call that you where I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you very much. I'm just looking that up.
[AGENT][NEUTRAL] OK, so this is secondary or gap insurance if they get through their employer.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And whenever they do that, they uh whenever they renew they get a new policy number. So the new policy number which went into effect.
[AGENT][NEUTRAL] On [PII], which is active.
[AGENT][NEUTRAL] It's 02
[AGENT][NEUTRAL] 45
[AGENT][NEUTRAL] 1595.
[AGENT][NEUTRAL] This is still secondary or gap insurance?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's just that they get a new, they just get a new, uh, policy number whatever, uh, that, um, that removes the [PII].
[AGENT][NEUTRAL] Now, is there anything else that I can tell you about the secondary or gap insurance uh for info?
[CUSTOMER][NEUTRAL] Um, do they require any authorization at all?
[AGENT][NEUTRAL] There's no pre-authorization required um.
[AGENT][NEUTRAL] Because uh we don't, we are the secondary or gap insurance.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] So it's, it's not required that they that they provide us with.
[AGENT][NEUTRAL] Um, any sort of pre-authorization.
[AGENT][NEUTRAL] Now you, you would need to be, uh, you'd need to be with the with the primary insurance. So, uh, [PII], is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][POSITIVE] All right. Thank you so much.
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK, well thank you for contacting AP have a good day.