AccountId: 011433970860
ContactId: 006e3c24-c4ae-447c-b321-46c5c941b193
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126860 ms
Total Talk Time (AGENT): 52477 ms
Total Talk Time (CUSTOMER): 50428 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/006e3c24-c4ae-447c-b321-46c5c941b193_20250127T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from [PII] office to check on eligibility.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I'm, I'm sorry, it keeps cutting out. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure. 02462866 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] You're welcome. Yeah, take your time.
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] that over this.
[CUSTOMER][NEUTRAL] [PII]. I think this one is a patient subscriber is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, thank you for verifying that information, [PII]. Uh, so they are active under this policy. Effective date was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, would you please give me the termination date?
[AGENT][NEUTRAL] There is no term date it is currently active.
[CUSTOMER][NEUTRAL] Collective. Would you please give the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][POSITIVE] Thank you, [PII]. It was nice talking to you. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Uh, uh, sorry for the interrupting. Could you please give the call reference number?
[AGENT][NEUTRAL] Oh yes, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], last initial is [PII]
[CUSTOMER][POSITIVE] Yeah. Thank you so much. Thank you so much, [PII].
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Bye-bye.