AccountId: 011433970860
ContactId: ff15ae80-19e2-4d94-9f01-e519cc6f7baa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158830 ms
Total Talk Time (AGENT): 54845 ms
Total Talk Time (CUSTOMER): 73418 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/ff15ae80-19e2-4d94-9f01-e519cc6f7baa_20250515T19:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Can you spell that? I apologize. I guess there's feedback somewhere.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you, thank you very much, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] This is [PII] with Saint Francis coordination of benefits department. Before I go any further, I must advise that this entire call will be monitored and recorded for quality and compliance purposes. Just wanting to look into um coordination of benefits and as well as benefits and eligibility for a member of ours.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 021851-557.
[AGENT][POSITIVE] Thank you so much, one moment.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII], and she is active on the policy. And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Do you recognize any primary?
[AGENT][NEUTRAL] Uh, they will have to have primary since this is secondary only.
[CUSTOMER][NEUTRAL] Do you show any active primary or have you coordinated benefits or last update of benefits?
[AGENT][NEUTRAL] Well, with this policy, it's always going to be secondary and per her group, it looks like their primary is community care.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And when was that last coordination of benefits updated that you show?
[AGENT][NEUTRAL] So it's the effective date, [PII].
[CUSTOMER][NEUTRAL] Or has there been any?
[CUSTOMER][NEUTRAL] 2 OK.
[CUSTOMER][POSITIVE] The last effective date, perfect. And what is, hang on just a second, what is a good reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, perfect, [PII], and thank you very much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] You you too bye bye.
[AGENT][NEUTRAL] Bye.