AccountId: 011433970860
ContactId: 05ae2ed5-026e-4359-8bf4-1b8869076e44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129580 ms
Total Talk Time (AGENT): 56354 ms
Total Talk Time (CUSTOMER): 45868 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/05ae2ed5-026e-4359-8bf4-1b8869076e44_20250411T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check the eligibility of member.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] it's a direct line.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02448915 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII]. Sure.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And the effective.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Correct. 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] Yeah
[CUSTOMER][NEUTRAL] Yeah, it's a medic, um, what did you say? Can you please repeat again one more time?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] There is no term dead.
[AGENT][NEUTRAL] No, no term date. It is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got it. Call reference number.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, uh, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] What's the first name?
[AGENT][NEUTRAL] [PII] last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, well thanks for calling API. I hope you have a great rest of your day.