AccountId: 011433970860
ContactId: f7a58d3a-aba5-4a46-ae72-a358c51a64f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230949 ms
Total Talk Time (AGENT): 82973 ms
Total Talk Time (CUSTOMER): 103699 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/f7a58d3a-aba5-4a46-ae72-a358c51a64f4_20250502T17:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, good morning. This is [PII]. I'm calling from my clinic. Actually, I'm checking for eligibility. Could you please help me for the eligibility?
[AGENT][NEUTRAL] Sure, I can verify eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, last initial is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, thank you. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, and the policy number starts with the.
[CUSTOMER][NEUTRAL] 01897867
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Oh yes. It's [PII].
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, yes, and the patient's first name is um.
[CUSTOMER][NEUTRAL] [PII], last name is uh [PII] Date of it's on [PII].
[AGENT][POSITIVE] OK, thank you so much. Excuse me, and you say you're calling for eligibility for this patient, correct?
[CUSTOMER][NEUTRAL] Uh, yes, mhm.
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And be active and uh what type of plan it is, it is a primary, secondary or Medicare supplement?
[AGENT][NEUTRAL] Uh, type of policy she has is a secondary supplemental policy. It's used to help with primary deductible, co-pay or co-insurance for services outpatient or in hospitals.
[CUSTOMER][NEUTRAL] Oh, it's a secondary, uh, yes, and, uh, I do apologize. What is your name? What do you say your name is?
[AGENT][NEUTRAL] Uh, it's [PII], it's spelled [PII].
[CUSTOMER][POSITIVE] Oh, perfect. And uh can I get that call reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers.
[CUSTOMER][NEUTRAL] And uh I had one more patient. Uh, can you please?
[AGENT][NEUTRAL] OK, uh, well, we don't give reference numbers, but you may use my name in today's state if you like.
[CUSTOMER][NEUTRAL] OK. I can use your name and uh this state, OK?
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh perfect [PII]. I will use that and uh I had a one more patient. Could you please assist me for one more patient.
[AGENT][NEUTRAL] Sure, give me a moment. And what's that policy number?
[CUSTOMER][NEUTRAL] Yes, and the policy number starts with um.
[CUSTOMER][NEUTRAL] 0003 consecutive zeros. uh A as in Alpha, M as in Mary, S as in Sam.
[CUSTOMER][NEUTRAL] 027.
[CUSTOMER][NEUTRAL] 166.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Uh, do you have a copy of that patient's card?
[CUSTOMER][NEUTRAL] Oh yes, I will check that just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I had the.
[AGENT][NEUTRAL] You say you have the card?
[CUSTOMER][NEUTRAL] Uh yes, I have the call.
[AGENT][NEUTRAL] OK, and does it show APL?
[CUSTOMER][NEUTRAL] It's the American Republic.
[AGENT][NEUTRAL] Uh, no, that's a different company. You said American Republic, that's a different company than ours.
[CUSTOMER][NEUTRAL] Oh APO.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Perfect, OK. Thank you, thank you so much. That will be needed. Thank you so much. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Alright, you're welcome. Uh, you too, [PII]. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah