AccountId: 011433970860
ContactId: eb6e67c2-ddf0-480e-94ef-3a466c4a6186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98949 ms
Total Talk Time (AGENT): 48431 ms
Total Talk Time (CUSTOMER): 44027 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/eb6e67c2-ddf0-480e-94ef-3a466c4a6186_20250123T19:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Eli advanced imaging. I'm calling on a patient need to verify eligibility.
[AGENT][NEUTRAL] OK. What's the name of the imaging location?
[CUSTOMER][NEUTRAL] Elite imaging
[AGENT][NEUTRAL] Elite, Elite. OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 01941941.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Thank you. Give me one moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patients [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK. Did you say you needed eligibility and benefits for this patient?
[CUSTOMER][NEUTRAL] Eligibility and, well, I wanna find out is this a supplement supplemental for the insurance?
[AGENT][NEUTRAL] OK, so the policy effective date is [PII], uh active at this time. Um, and then to answer your question, this is a supplemental gap policy or a Medlink policy, which is secondary to the major medical plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK, can I get a reference number for this call?
[AGENT][NEUTRAL] You can. You'll use my name in today's date as your reference, [PII]. And did you have any other questions I can assist with today?
[CUSTOMER][POSITIVE] No, that'll do it. Thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.