AccountId: 011433970860
ContactId: f3decabe-43c1-4d84-a476-2cc40475110f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106239 ms
Total Talk Time (AGENT): 46260 ms
Total Talk Time (CUSTOMER): 42370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/f3decabe-43c1-4d84-a476-2cc40475110f_20250505T13:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just wanting to verify eligibility for a patient.
[AGENT][NEUTRAL] All right, I'm happy to check eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] OK, policy number is going to be, sorry, just a sec.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's 0257.
[CUSTOMER][NEUTRAL] 9094.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up.
[AGENT][NEUTRAL] And then for documentation, can I grab your first name?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] Thanks [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then patient name and date of birth?
[CUSTOMER][NEUTRAL] That's going to be [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. And just to confirm, uh, looking for medical coverage, is that correct?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] Uh, patient is active. Effective date on here is [PII]. We're the member's secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] I see, so this is a secondary it says on the card this is not a major medical.
[AGENT][NEUTRAL] It is, uh huh.
[AGENT][NEUTRAL] Right, it's, it's just a gap plan like a secondary.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] That's what they mean, OK, secondary, let me, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm gonna have to reverse that then, OK, um, great, thank you so much for your help.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome, [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.