AccountId: 011433970860
ContactId: cb5e0772-9547-47ab-8884-c196c715350b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192039 ms
Total Talk Time (AGENT): 88316 ms
Total Talk Time (CUSTOMER): 84264 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/cb5e0772-9547-47ab-8884-c196c715350b_20250129T20:33_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]. I need to verify coverage for a patient that um as, you know, this is her supplemental insurance.
[AGENT][NEUTRAL] Mhm yeah I can check to see if that's still active um what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have uh 02158403 MLB.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] His name is um [PII]. Date of birth is, what do we, um date of birth is, where did I put it? [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if he has one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, he does have one that is active. Uh, let me know when you're ready for that policy number.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It is 0255.
[AGENT][NEUTRAL] 6496.
[CUSTOMER][NEUTRAL] OK, let me see here, hold on.
[CUSTOMER][NEUTRAL] OK, and what does this policy do? Do they pay their deductible? How does this work?
[AGENT][NEUTRAL] Sure. Yes, so this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays. It is very dependent on major medical, so if they are not willing to pay, this policy can't.
[CUSTOMER][NEUTRAL] OK. So it'll pay after the major medical pays, correct? Deductibles, co-insurance, and all that kind of stuff, correct?
[AGENT][NEUTRAL] Yeah, it's um
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And um question, um, is that, is that policy number and then an MLB or no longer?
[AGENT][NEUTRAL] Um, honestly, that really just determines, um, that's really not important. The policy number is just the number before the ML 8 or 7. That's just to determine the specific benefits if you were looking at those inpatient versus outpatient.
[CUSTOMER][NEUTRAL] OK, so it doesn't, I, I can only use, I don't all I have to use is a 02556496, is that correct? OK.
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][POSITIVE] All righty. Thank you so much. Um, [PII], all I need.
[AGENT][NEUTRAL] Yeah, did you have any other questions for me?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, I need the first initial of your last name and a reference number to this call.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII]
[CUSTOMER][POSITIVE] A as in Alpha and then 12925. Got it. Thank you so much.
[AGENT][POSITIVE] Correct, of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.