AccountId: 011433970860
ContactId: d05a2cee-1e39-4846-b89e-d3b765d43c87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145889 ms
Total Talk Time (AGENT): 71012 ms
Total Talk Time (CUSTOMER): 49785 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d05a2cee-1e39-4846-b89e-d3b765d43c87_20250121T13:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from provider office. Need to verify patient eligibility and benefits.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you. What is a good callback number?
[CUSTOMER][NEUTRAL] Yeah, sure, it's gonna be [PII]. It's a direct line no extension.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure, the policy number is going to be 021.
[CUSTOMER][NEUTRAL] 23559.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] Yeah, patient name is going to be [PII].
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][POSITIVE] All right. Thank you, sir. I appreciate that. And you are needing eligibility?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] All right, I can help you with that eligibility, [PII]. [PII], I'm showing that this policy is active. Effective date is [PII], and this is a secondary policy to the policyholders' Major Medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I need to know the patient plan name.
[AGENT][NEUTRAL] It's a Medlik gap policy.
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] OK. So may I know the patient plan type?
[AGENT][NEUTRAL] gap.
[AGENT][NEUTRAL] It's a Medlink gap policy. It's like a supplemental.
[CUSTOMER][NEUTRAL] supplemental, so you will cover primary insurance and uh copywriter.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We, we cover the deductible, co-pay and co-insurance of the primary for the covered benefits on this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so thank you for your assistance. Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Call reference number is my name in today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] So thank you for your assistance and have a great day today.
[AGENT][POSITIVE] It's been my pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a wonderful day as well. Take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.