AccountId: 011433970860
ContactId: e42caedf-ea3f-4f3d-bf7b-78128f6aa168
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191039 ms
Total Talk Time (AGENT): 76083 ms
Total Talk Time (CUSTOMER): 121717 ms
Interruptions: 3
Overall Sentiment: AGENT=3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/e42caedf-ea3f-4f3d-bf7b-78128f6aa168_20250415T14:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling me.
[CUSTOMER][NEUTRAL] I'm just waiting for her to close your account or. Hi, good morning. This is [PII] calling from Doctor [PII]'s office. How are you?
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] I'm doing well, [PII]. Thank you for asking. How are you today?
[CUSTOMER][POSITIVE] Good thank you. I need to check um eligibility on a patient please. It's coming up as the policy expired, but the patient says that it's very well active.
[AGENT][POSITIVE] Well, I'll be happy to check that for you, [PII]. What is your callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It is 980751.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The library.
[CUSTOMER][NEUTRAL] It is for [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you, and I can certainly help you with that eligibility. Now [PII], I am [PII]'s policy. I can help you with that eligibility.
[CUSTOMER][NEGATIVE] So boring.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Oh perfect.
[AGENT][NEUTRAL] And I am showing that [PII]'s policy is active with the effective date of [PII]. Now this is her secondary policy to her major medical.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, hang on a second.
[CUSTOMER][NEUTRAL] Oh, OK, which is Medicare.
[AGENT][NEUTRAL] No, let me see. We're secondary to major medicals which would be.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so that yeah.
[AGENT][NEUTRAL] Florida Blue.
[CUSTOMER][NEUTRAL] Oh, that's what I meant, yeah, yeah, yeah, yeah, that's it. I'm sorry, um, jeez, I'm doing like 5 million things at once here. What is your, um, what is your name?
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. All right, OK, so it was, it's active.
[CUSTOMER][NEUTRAL] Active effective date is what? I'm sorry.
[AGENT][NEUTRAL] No problem. [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, um, alright, and then what is the reference number for the call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Mm and then today's date [PII]. OK, so it's active as secondary OK.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Second insurance perfect. Alright, well that's all I needed to know. Oh, and she doesn't have a copay or anything, right?
[AGENT][NEUTRAL] Not on this policy.
[CUSTOMER][POSITIVE] OK, perfect, excellent all right that's it thank you.
[AGENT][POSITIVE] [PII], my pleasure to help you with that eligibility. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Your call.