AccountId: 011433970860
ContactId: d1839316-3eb5-4938-b49b-5093ca55ad42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113319 ms
Total Talk Time (AGENT): 49671 ms
Total Talk Time (CUSTOMER): 47337 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/2025/02/17/d1839316-3eb5-4938-b49b-5093ca55ad42_20250217T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I need to check, uh, benefits and eligibility.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. Yeah, absolutely. What's your policy number?
[CUSTOMER][NEUTRAL] On a patient.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 01457188.
[AGENT][NEUTRAL] Thank you. And then if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII] date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient is active. Uh, the effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We're the secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, so deductible copay.
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] In coinsurance.
[CUSTOMER][NEUTRAL] In OK.
[CUSTOMER][NEUTRAL] That the primary doesn't pay, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well that's what she said so we were just checking to make sure um do you have a reference call number?
[AGENT][NEUTRAL] Yes, absolutely. Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.