AccountId: 011433970860
ContactId: 0400a798-ab52-4a6e-ac10-279c2a4051de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87279 ms
Total Talk Time (AGENT): 47902 ms
Total Talk Time (CUSTOMER): 24019 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/0400a798-ab52-4a6e-ac10-279c2a4051de_20250224T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah [PII], this is [PII] and I'm calling from Northeast Regional Medical Center, and I just need to verify patient's eligibility.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It's 1,341,910.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], 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] OK, do you have a call reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII], was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Nope, that will be it.
[AGENT][POSITIVE] Alright, well thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.