AccountId: 011433970860
ContactId: c4eae582-45a4-43d3-8297-977094e38a53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151229 ms
Total Talk Time (AGENT): 58872 ms
Total Talk Time (CUSTOMER): 89894 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/c4eae582-45a4-43d3-8297-977094e38a53_20250219T14:30_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? Good morning. Um, I'm calling, I'm calling just to verify, uh, a patient eligibility, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and my call back number is [PII].
[AGENT][NEUTRAL] [PII], could you provide me with the spelling of your name and then that policy number?
[CUSTOMER][NEUTRAL] Of course. It, uh, the spelling of my name or the patient's name?
[AGENT][NEUTRAL] Your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and what's the policy number of the member?
[CUSTOMER][NEUTRAL] Policy number of the member is going to be 021-70589.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you [PII]. What is that member's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, member's name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for.
[AGENT][NEUTRAL] Inpatient, outpatient office visits?
[CUSTOMER][NEUTRAL] Um, outpatient, uh.
[CUSTOMER][NEUTRAL] I'm just gonna make sure, uh, well I'm just calling to verify that this is a, is a gap or supplemental secondary insurance for this patient.
[AGENT][NEUTRAL] A health insurance?
[AGENT][NEUTRAL] Yes this is. This policy has been active since [PII] and it's currently active. This is a gap insurance that assists with deductible, co-pay and co-insurance to the primary. The member has outpatient benefits of $6600 per calendar year, and this is not a guarantee of benefits, [PII], just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you so much. Now for documentation, uh, purposes, [PII], can I get the issue of your last name please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Perfect. Now is there a reference for this call?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Perfect. And, and I guess [PII] spelled uh [PII] Correct me if I, oh, perfect. I got it right. Perfect, [PII], thank you so much for your assistance today. You take care and have yourself a great day, OK?
[AGENT][POSITIVE] [PII] Yes, that is correct.
[AGENT][POSITIVE] You do the same, [PII]. Thank you for calling APL and you have a great day as well. Stay warm.
[CUSTOMER][POSITIVE] All right, take care. OK, you too, you too. All right, bye bye.
[AGENT][NEUTRAL] You too. Goodbye.