AccountId: 011433970860
ContactId: fa28f8dd-fc4c-410a-aaa3-b401dc61731b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143380 ms
Total Talk Time (AGENT): 57887 ms
Total Talk Time (CUSTOMER): 67365 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/fa28f8dd-fc4c-410a-aaa3-b401dc61731b_20250121T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for eligibility for a mutual patient.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, I'll give it to you. This one's a little long, um, give me one second. Let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have um 02353, then 3 consecutive zeros ML 8.
[AGENT][NEUTRAL] All right, let me pull this up here.
[AGENT][NEUTRAL] And do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, so patients plan is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, so in this effective you said [PII] and they're still active till present. Is there any termination date on your end?
[AGENT][NEUTRAL] Uh, correct, it is still active termination date.
[CUSTOMER][NEUTRAL] OK, and it covers the deductible you said co-pay and co-insurance?
[AGENT][NEUTRAL] Mhm. That the primary does not.
[CUSTOMER][NEUTRAL] Um, does it require that the that the primary.
[CUSTOMER][NEUTRAL] Does not
[CUSTOMER][NEUTRAL] Does it need a prior authorization?
[AGENT][NEUTRAL] Not required, no.
[CUSTOMER][NEUTRAL] OK, just a reference number, Ms. [PII]. Do you mind if I ask you for your first initial of your last name?
[AGENT][NEUTRAL] No, not at all. Call reference is actually my name with my last initial and then today's date. The last initial to my name is [PII].
[CUSTOMER][POSITIVE] Mine's [PII] if you need it, OK. Thank you so much. Is your first name ending with an [PII] at the end?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It does, yes, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Take care. Have a great day.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too, [PII], bye bye.
[CUSTOMER][NEUTRAL] Bye bye.