AccountId: 011433970860
ContactId: d0f51bfa-b74d-4f66-8625-4a6243f29ca5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154759 ms
Total Talk Time (AGENT): 66435 ms
Total Talk Time (CUSTOMER): 59102 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/d0f51bfa-b74d-4f66-8625-4a6243f29ca5_20250515T15:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm not sure if I came through on the right side. I'm calling from the facility and I need to verify a patients, um, still has coverage or it does have an active plan with you all.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] I mean this is [PII] phone number [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] It is hold on let me just scroll back just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We have 01445675.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes we have [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK, thank you so much and what um type of plan is is like a plan?
[CUSTOMER][NEUTRAL] Um, the supplemental covers the deductible or is it Plan G, Plan F?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So, no, we're not um in relation to Medicare. This is a secondary policy. We're second to, hold on, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We're 2nd to Aetna.
[AGENT][NEGATIVE] Sorry, I was choking.
[CUSTOMER][NEUTRAL] OK, but you are, but you are picking up any, uh, the remaining 20% from the remaining portion. OK, I don't know why I keep.
[AGENT][NEUTRAL] Yes, we applied.
[AGENT][NEUTRAL] We apply to the co-pay. Go ahead.
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] We apply to the co-pay, deductible and co-insurance of cover charges after primary.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, thank you so much and what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much and can I have a reference number for today or?
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[AGENT][POSITIVE] And then today's day. You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] No, that was all you take care have a good day.
[AGENT][POSITIVE] Thank you also. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.