AccountId: 011433970860
ContactId: e8279196-c8af-4c42-8345-69c401d83292
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196020 ms
Total Talk Time (AGENT): 89701 ms
Total Talk Time (CUSTOMER): 87690 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/e8279196-c8af-4c42-8345-69c401d83292_20250424T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling on behalf of a provider.
[CUSTOMER][NEUTRAL] Um, a patient advised that he had secondary coverage, um, trying to obtain his policy ID. He wasn't able to provide it to me. He said he couldn't find it on the card.
[AGENT][NEUTRAL] OK, do you have that card?
[CUSTOMER][NEUTRAL] I don't know if you're able to help me.
[CUSTOMER][NEUTRAL] I do not, but um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, that's OK. I can see what I can do to try to find it. Sure, no worries. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] I have everything else that you might need.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK thank you um do you happen to have his social?
[CUSTOMER][NEUTRAL] I have his last 4.
[AGENT][NEUTRAL] OK, I would need that full social. um, let's see, the only other thing I can try is if you wouldn't mind uh spelling out his first and last name for me.
[CUSTOMER][NEUTRAL] OK. Uh, first name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, got it. OK one moment. OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] What state uh does [PII] live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then do you have, uh, his date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. Alrighty. I was able to find that policy. Um, let me know when you're ready and I'll give you that policy number.
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] That is 0248.
[AGENT][NEUTRAL] 3121.
[CUSTOMER][NEUTRAL] OK. 02483121. Got it.
[AGENT][NEUTRAL] Correct. And of course it is uh currently active. I'm sorry.
[CUSTOMER][NEUTRAL] And he's, he's covered? Uh-huh. OK. Yeah I was gonna ask you that same thing.
[AGENT][NEUTRAL] Uh yes, yes, it is active, um, effective date was [PII], and in short, how this policy works as it's a secondary medical, it is designed to help with co-pay, deductible and co-insurance after major medical pays. So it is very dependent on, uh, whoever he has as primary. If it's something they're not willing to pay this policy can't.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Yes, it's actually, um we did submit it to his primary payer. Um he does have a responsibility. I I believe it's um deductible, so that's why he called because he received the statement. We didn't have a secondary policy, so.
[AGENT][POSITIVE] Yes, that's what this policy is supposed to help with. Absolutely.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[CUSTOMER][POSITIVE] That is all I appreciate it.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.