AccountId: 011433970860
ContactId: d27cdcae-3509-4b55-92a4-76fd558b329b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104940 ms
Total Talk Time (AGENT): 35697 ms
Total Talk Time (CUSTOMER): 47029 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/d27cdcae-3509-4b55-92a4-76fd558b329b_20250313T19:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, I was just calling to confirm eligibility for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling on behalf of [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, [PII] and that's the direct line.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 2180314.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to know if this the benefits?
[CUSTOMER][NEUTRAL] Uh, I just want to confirm that the policy was effective Feb, I'm sorry, [PII] through current.
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] OK, and is this, is this an a limited indemnity plan only covering emergency services?
[AGENT][NEUTRAL] This policy coordinates with their primary insurance. We only pick up what is applied to their deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Deductible, co-pay, or co-insurance, so family practice and all of that, it doesn't specify.
[CUSTOMER][POSITIVE] All right, that's all I needed to know thank you so much, Ms. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good afternoon.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.