AccountId: 011433970860
ContactId: f27237ed-ff6a-422e-bdbd-8084345c1d72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207539 ms
Total Talk Time (AGENT): 76698 ms
Total Talk Time (CUSTOMER): 75392 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/f27237ed-ff6a-422e-bdbd-8084345c1d72_20250219T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling in regards to um a patient here. I have an office. I need to see if this is active.
[AGENT][POSITIVE] OK, I'm happy to check the eligibility for you today. Do you have their policy number there?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Um, policy number is gonna be.
[CUSTOMER][NEUTRAL] Give me 1 2nd actually, hold on.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Is there any way that you can look it up by name instead of policy number?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely. What's their name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have [PII], so it's [PII]
[AGENT][NEUTRAL] All right, [PII], let me take a look.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right, I'll let her know
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And last name again was [PII], correct?
[CUSTOMER][NEUTRAL] Um, [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what's [PII]'s date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much. So patient does have an active plan. Would you like the policy number?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Policy number is 02.
[AGENT][NEUTRAL] 59.
[AGENT][NEUTRAL] 572 7
[AGENT][NEUTRAL] And the effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK, and what exactly does is this plan it's a secondary or um.
[AGENT][NEUTRAL] Yeah, so we're this, uh, mem, we're the insured secondary insurance, so this is gonna cover deductible, co-pay and co-insurance but the primary does not.
[CUSTOMER][NEUTRAL] What exactly is it?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 10
[CUSTOMER][NEUTRAL] OK and then um you cover her primary?
[AGENT][NEUTRAL] Right, we will cover the deductible, co-pay or co-insurance with the primary does not.
[CUSTOMER][NEUTRAL] 48.
[CUSTOMER][NEUTRAL] OK, and do you by any chance know her primary?
[AGENT][NEUTRAL] No ma'am, we don't have that information you would have to check with the insured.
[CUSTOMER][NEUTRAL] OK all right perfect um what's your name and then the reference number for today's call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial and then today's date. My name is [PII], which is [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] have an appointment today.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help today sir you have a great rest of your day.
[AGENT][POSITIVE] Hey you too thanks for calling APL bye bye.