AccountId: 011433970860
ContactId: e7ed044a-fd1c-4f87-9f10-ab7e0c96e509
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93540 ms
Total Talk Time (AGENT): 51250 ms
Total Talk Time (CUSTOMER): 34777 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/e7ed044a-fd1c-4f87-9f10-ab7e0c96e509_20250317T18:57_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you. Hi [PII], my name is [PII] calling from a provider's office just for eligibility and benefits for a mutual member.
[AGENT][NEUTRAL] I can help with eligibility and benefits. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, I have 01896415 for [PII].
[AGENT][NEUTRAL] Thank you. And his date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Well, I'm looking up his benefits, if I could just have a callback number, please?
[CUSTOMER][NEUTRAL] [PII], that's the direct number?
[AGENT][NEUTRAL] Thank you. His policy went into effect on [PII]. It is active. Now, this is a secondary or gap insurance that picks up the deductible, co-payment or co-insurance from his major medical for in and out of hospital settings, treatment within a physician's office, durable medical lab. Is there anything in particular that I could tell you, um, [PII] about the policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this a supplemental plan?
[AGENT][NEUTRAL] Well, yes, it's, it's a gap insurance. Um, so what we do is we're not major, yeah, we're not major medical but we pick up the deductible from his major medical.
[CUSTOMER][NEUTRAL] Oh, it's a gap insurance, OK.
[CUSTOMER][NEUTRAL] OK, primary.
[CUSTOMER][NEUTRAL] deductible. OK, no problem. Uh, do you have a call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference. Is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] No, Ms. [PII], I appreciate your help thank you.
[AGENT][POSITIVE] OK, thanks for contacting AP