AccountId: 011433970860
ContactId: de9e50df-efc3-4c84-bc32-efeafc76169b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89220 ms
Total Talk Time (AGENT): 45131 ms
Total Talk Time (CUSTOMER): 28150 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/de9e50df-efc3-4c84-bc32-efeafc76169b_20250514T14:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from Genesis Care USA of [PII]. Calling to check eligibility on the patient, please.
[AGENT][POSITIVE] All right. I'm happy to check on eligibility for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's 01960211, M as in Mary, L as in love, 8.
[AGENT][POSITIVE] Alright, thank you for that. Let me just pull this up here.
[AGENT][NEUTRAL] And if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and it's [PII].
[AGENT][POSITIVE] Thank you so much. So patient is active. The effective date on here is [PII]. We are the members secondary insurance, so this is going to cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK. Can I have a reference number, please?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name is [PII].
[CUSTOMER][NEUTRAL] OK. Last question, this plan doesn't have a deductible, correct? Oh, co-pay.
[AGENT][NEUTRAL] Correct because it's their secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.