AccountId: 011433970860
ContactId: 09030203-46be-4062-bd01-87078cd15801
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147740 ms
Total Talk Time (AGENT): 61036 ms
Total Talk Time (CUSTOMER): 68094 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/09030203-46be-4062-bd01-87078cd15801_20250214T16:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I wanted to see if you're able to help me verify a patient's um.
[CUSTOMER][NEUTRAL] Uh, insurance?
[AGENT][NEUTRAL] Sure, yeah, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from [PII], um.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, um, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sorry, because I don't know actually my actual number.
[CUSTOMER][NEUTRAL] Give me a number.
[CUSTOMER][NEUTRAL] Man.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] So I don't know the actual number because we got calling from like our computers and I don't know the phone number. I just know my extension number. Let me see.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, I've got on the caller ID um I've got [PII]. Does that sound right?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Could be because my extension is [PII] so whatever that number would be is that's the right one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then, um, do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is. That would be the uh number, the group number or can you give me a oh.
[AGENT][NEUTRAL] Um, are you looking at a card?
[CUSTOMER][NEUTRAL] Yeah, the certificate number?
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Um, it should say either member ID or yeah, a certification number or something like that.
[CUSTOMER][NEUTRAL] OK, it's 01797909 ML 8.
[AGENT][NEUTRAL] OK, thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] 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][POSITIVE] Perfect. OK, and what was your name?
[AGENT][NEUTRAL] It's [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that'd be all. Thank you very much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right.