AccountId: 011433970860
ContactId: d1fea2c7-3614-4dea-a24b-e06d2ae6be6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158880 ms
Total Talk Time (AGENT): 68669 ms
Total Talk Time (CUSTOMER): 46018 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d1fea2c7-3614-4dea-a24b-e06d2ae6be6f_20250109T15:20_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] Uh yes ma'am, I wanted to know.
[CUSTOMER][NEUTRAL] Um, eligibility for the patient and if it covers our, our doctor.
[AGENT][NEUTRAL] Eligibility and if your doctor is in network?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you um with both the eligibility and how to obtain the network status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And can you repeat your first name for me? I didn't get that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], may I have the member's, um, policy number?
[CUSTOMER][NEUTRAL] It's 018687883.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since um [PII].
[AGENT][NEUTRAL] And this is their secondary insurance, so there's no network, um, the network would be for their primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then can I get a reference number for this call?
[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].
[CUSTOMER][NEUTRAL] OK, and what was your first name? I'm sorry?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And then so then anything it it just depends on what um the person the primary insurance covers, right?
[AGENT][NEUTRAL] Right. Our policy pays towards the copays, deductible, and co-insurance of coverage charges after primary.
[CUSTOMER][NEUTRAL] Copays deductibles and what else? I'm sorry.
[AGENT][NEUTRAL] Coinsurance.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alright, and [PII], was it? All right, well, thank you so much for calling APL. I hope you have a great day and happy [PII].
[CUSTOMER][NEUTRAL] And that's gonna be all for today.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.