AccountId: 011433970860
ContactId: 013c3d97-edcc-495a-b170-b6946572cd01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136240 ms
Total Talk Time (AGENT): 66069 ms
Total Talk Time (CUSTOMER): 52156 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/013c3d97-edcc-495a-b170-b6946572cd01_20250214T14:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, so, good morning. My name is [PII]. I'm calling um as a provider from West Kendall Baptist. We're located in [PII]. Um, I just need to verify patients effective date.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Eligibility. OK, sure, I can assist you with eligibility, Miss [PII]. And may I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, that's [PII] is a direct line.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, we have it as 01813046 ML 8.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII]. Uh, let's see, uh, [PII].
[AGENT][NEUTRAL] Alright, thank you, Miss [PII]. Um, let me see and check if there's another policy if there's this one is terminated, OK, one moment.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] OK, it looks like we do have a new one. Let me pull up this information.
[AGENT][NEUTRAL] OK, uh, let me start off by giving you the correct policy number, Miss [PII]. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] All right. Uh, we have policy number 02549484.
[CUSTOMER][NEUTRAL] So that was 02549484?
[AGENT][NEUTRAL] Yes, that is correct. And the effective date on this policy is [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct, supplement, yes. Perfect. All right, I'll update the policy number. Thank you so much, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, nothing else, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, [PII].
[CUSTOMER][POSITIVE] OK you too thank you bye bye.
[AGENT][NEUTRAL] You're