AccountId: 011433970860
ContactId: d6d4a5ff-58c9-4681-9dee-2b8888757cc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124559 ms
Total Talk Time (AGENT): 47201 ms
Total Talk Time (CUSTOMER): 63710 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/d6d4a5ff-58c9-4681-9dee-2b8888757cc0_20250407T12:37_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. My name is [PII] and I'm calling from a provider's office and I'm trying to get um eligibility for a patient.
[AGENT][NEUTRAL] I can help with eligibility. Wonder what's the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It is 02456504.
[AGENT][NEUTRAL] Thank you. So 02456504. Is that correct?
[CUSTOMER][NEUTRAL] Um, 02456504.
[AGENT][POSITIVE] Great, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, the policy has both in and out of hospital benefits. Uh, this is a secondary gap insurance. It's meant to pick up the deductible, co-payment or co-insurance from their major medical. Um, is there any particular benefit that I can help with, [PII], the outpatient hospital, inpatient hospital?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, um, I just need to know his affected date and see if he's still active because I see he has, you know, because you said this is a gap, so he does have a primary insurance. So, you know, that means the primary will be first. So I, I just only needed to know if he was active. So, may I have the
[AGENT][NEUTRAL] OK, yes, he certainly is.
[CUSTOMER][NEUTRAL] OK, thank you. May I have the first initial of your last name?
[AGENT][NEUTRAL] It's [PII] and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] OK, [PII], correct.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK, thank you so very much for your help.
[AGENT][POSITIVE] Wonder, thanks for contacting AP have a