AccountId: 011433970860
ContactId: ff1b20f6-05e5-40cd-8575-c55eef0f6b3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230479 ms
Total Talk Time (AGENT): 93265 ms
Total Talk Time (CUSTOMER): 74305 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/ff1b20f6-05e5-40cd-8575-c55eef0f6b3e_20250220T13:51_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, I am [PII]. Uh, hi, I'm [PII]. Uh, good morning, uh, calling from Amahama Hospital.
[AGENT][POSITIVE] Good morning, [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I, uh, I have a, uh, uh, I want to know that uh 11 of the patients have a medical coverage or a dental coverage.
[AGENT][NEUTRAL] I can help you with that, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, it's 01594460.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] first name is [PII] and last name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and I can help you with the eligibility and benefits for [PII]. I'm showing that his policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it is a medical supplement or?
[AGENT][NEUTRAL] No is major medical supplement.
[CUSTOMER][NEUTRAL] Yeah it's a medical supplement, OK.
[AGENT][NEUTRAL] That we are secondary to his primary insurance United Healthcare.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, uh, please wait.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Uh, may I know your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK. Uh, so the, uh, plan name is?
[AGENT][NEUTRAL] Is there
[AGENT][NEUTRAL] Medlink Gap.
[CUSTOMER][NEUTRAL] Can you spell it? uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Meddling
[AGENT][NEUTRAL] Medli gap.
[CUSTOMER][NEUTRAL] GIP, right? Uh, this is a medical supplement plan, right?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Now Medicare supplement, it's his primary insurance supplement.
[CUSTOMER][NEUTRAL] Uh, OK, um.
[CUSTOMER][NEUTRAL] And the um plan affected it.
[AGENT][NEUTRAL] Effective date?
[AGENT][NEUTRAL] The plan is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Uh, so the call reference number for this patient.
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you for your service and a nice day.
[AGENT][POSITIVE] Um, [PII], thank you for calling APL. It's my pleasure to help you with that eligibility, and I hope you have a nice day as well. Take care.
[CUSTOMER][POSITIVE] OK. Have a nice day. OK, bye.
[AGENT][POSITIVE] Mm thank you you too bye bye.
[CUSTOMER][NEUTRAL] So this uh policy need any authorization?
[AGENT][NEUTRAL] Authorization is not required on this plan. We follow the guidelines of the major medical.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you. Thank you, [PII].
[AGENT][POSITIVE] You're very welcome. Take care. You too. Mhm. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Yeah, have a great day. Bye.
[CUSTOMER][NEUTRAL] Bye.