AccountId: 011433970860
ContactId: d2f11f6b-e563-4446-a241-93924d9540ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117540 ms
Total Talk Time (AGENT): 55840 ms
Total Talk Time (CUSTOMER): 46152 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d2f11f6b-e563-4446-a241-93924d9540ab_20250512T20:31_UTC.wav
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[CUSTOMER][NEUTRAL] Not
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just needing to like, uh, check the eligibility on this, uh, insurance I have here on APL.
[AGENT][NEUTRAL] OK. Happy to check eligibility. Uh, what is the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 02011238.
[AGENT][NEUTRAL] Alright, let me pull this up here.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], and it is uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. So the patient is active. Effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK and then can I get a fax of that too?
[AGENT][NEUTRAL] Uh, we generally don't send faxes for a medical plan. Is it, you're checking for medical benefits, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, we're a secondary policy and so we generally, yeah, don't, go ahead.
[CUSTOMER][NEUTRAL] Yeah, we
[CUSTOMER][NEUTRAL] Oh, OK, because I just need some verification on my side so that they're active, that that's the reason why I ask because I'm from the, uh, the, uh, Rio Grande Hospital clinic here in [PII].
[CUSTOMER][NEUTRAL] So I just need some verification that that they're active on a secondary.
[AGENT][NEUTRAL] OK, um, yeah, I mean, I can give you the effective date and a call reference. Do you need more than that?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, the call reference is fine.
[AGENT][NEUTRAL] Call references my name with my last initial and today's date. My name is [PII] My last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.