AccountId: 011433970860
ContactId: f866eec4-e8fd-4a06-af62-5d784315f2c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131630 ms
Total Talk Time (AGENT): 68127 ms
Total Talk Time (CUSTOMER): 54232 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f866eec4-e8fd-4a06-af62-5d784315f2c8_20250604T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is my name is [PII]. I'm calling from Rave Imaging Radilogy Associates in uh [PII] checking on the patient's policy.
[AGENT][NEUTRAL] OK, are we just needing to check eligibility?
[CUSTOMER][NEUTRAL] I'm sorry, excuse me, say it again.
[AGENT][NEUTRAL] Um, you, uh, we're just checking eligibility.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yeah, I can check that for you. Um, I like, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Direct line [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 024503777
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Last name [PII] First name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] So is this a supplemental policy or just a secondary?
[AGENT][NEUTRAL] Yes, a secondary medical. Yes, it's supplemental.
[CUSTOMER][NEUTRAL] Oh, secondary, oh, OK, so they don't have Medicare on you, um, do you see what the patient's primary insurance is?
[AGENT][NEGATIVE] I do not see who they have as their primary. I do not see that, no.
[CUSTOMER][NEUTRAL] OK, and does it require authorization?
[AGENT][NEUTRAL] No, this policy is just very dependent on whoever they have as their primary as long as they are willing to pay this policy can.
[CUSTOMER][POSITIVE] Alrighty thank you very much and can I have your name again and the reference number for the call?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last initial [PII], and was there anything else I can help you with?
[CUSTOMER][POSITIVE] No thank you very much I appreciate your help. Do have a pleasant rest of the day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh it is