AccountId: 011433970860
ContactId: fa498488-743b-45a4-8cd7-b9c21568e0f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119080 ms
Total Talk Time (AGENT): 51254 ms
Total Talk Time (CUSTOMER): 40979 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/fa498488-743b-45a4-8cd7-b9c21568e0f2_20250410T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling to obtain the eligibility of this patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII]
[AGENT][NEUTRAL] OK, thank you, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, um, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] 01611530 M for [PII] L for Lima.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] 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] This is a me up.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Medicare supplement, is that correct?
[AGENT][NEUTRAL] No, this goes off, this follows major medical guidelines. It's a secondary medical policy.
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] As long as major medical is willing to pay, this policy can help with co-pay, deductible and co-insurance.
[CUSTOMER][POSITIVE] OK, thank you so much. I think I got all that I need. Thank you so much for your help. Have a great day bye bye.
[AGENT][POSITIVE] OK, thanks for calling ATL you too bye bye.
[CUSTOMER][NEUTRAL] Oh