AccountId: 011433970860
ContactId: db157914-071d-43f7-b6b7-ef3dfd6baa2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111569 ms
Total Talk Time (AGENT): 56733 ms
Total Talk Time (CUSTOMER): 36500 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/db157914-071d-43f7-b6b7-ef3dfd6baa2f_20250131T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify eligibility on a patient.
[AGENT][NEUTRAL] Yeah, I can take eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, 024.
[CUSTOMER][NEUTRAL] 603.
[CUSTOMER][NEUTRAL] 77 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Alright, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, and is there an out of pocket on this one or deductible?
[AGENT][NEUTRAL] Uh, let me check. Give me just a moment.
[AGENT][NEGATIVE] No, this plan does not have any deductibles.
[AGENT][NEUTRAL] For inpatient or outpatient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what about out of pocket?
[AGENT][NEUTRAL] No, no copays, no deductibles, nothing like that.
[CUSTOMER][NEUTRAL] OK perfect um can I just get a reference number please?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That was it. Thank you very much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.