AccountId: 011433970860
ContactId: d9215232-45ee-4f6e-880f-bea9da4cce40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170039 ms
Total Talk Time (AGENT): 69080 ms
Total Talk Time (CUSTOMER): 82560 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/d9215232-45ee-4f6e-880f-bea9da4cce40_20250219T13:42_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] Hi [PII], I need to see if this insurance is active for medical.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII] and what is a good callback number please ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is gonna be.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02488105.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am?
[CUSTOMER][POSITIVE] That's right
[CUSTOMER][NEUTRAL] It is um [PII].
[CUSTOMER][NEUTRAL] And it's um birthday [PII].
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Now actually [PII], the policy number you gave me is their old policy that turned on 10-1-2024?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] They have active coverage under another policy. Can I give you her active policy information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] As of [PII], the active policy number is 253.
[AGENT][NEUTRAL] 7762
[CUSTOMER][NEUTRAL] OK, hold on, let's see if it verifies on the website.
[CUSTOMER][NEUTRAL] So the active policy is 253-776-2.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, that's what they have but then when you look at the card.
[CUSTOMER][NEUTRAL] It has that [PII] so we probably have the wrong card, OK, um.
[CUSTOMER][NEUTRAL] So um it doesn't verify on our system computer system, but I guess we would have to go to the website. So is this their um secondary insurance I would assume.
[AGENT][NEUTRAL] Yes, ma'am. It is a secondary policy to the uh policyholders to major medical.
[CUSTOMER][NEUTRAL] Or prime.
[CUSTOMER][NEUTRAL] OK, got it, thank you. uh, is there a reference number to this call?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII]. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That is it, [PII].
[AGENT][POSITIVE] Mm thank you for calling APL, Norma. I hope you have a lovely day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.