AccountId: 011433970860
ContactId: 0b225a61-fe82-464e-a0f5-753b80e6834c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94819 ms
Total Talk Time (AGENT): 38813 ms
Total Talk Time (CUSTOMER): 42598 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/0b225a61-fe82-464e-a0f5-753b80e6834c_20250409T15:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Saint Louis University. I need to verify eligibility if I can with you.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII], policy number is 018.
[CUSTOMER][NEUTRAL] 97878 [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. The policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and is this a plan A B C D EFG or the group number? Do you have that possible with you?
[AGENT][NEUTRAL] A B C D E F G is in terms of Medicare?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, no, we're not affiliated with Medicare. This is a secondary, um, supplemental gap insurance policy. This policy is second to their Aetna policy.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yes, ma'am, and group number is that 24264.
[AGENT][NEUTRAL] Hold on, let's see.
[AGENT][POSITIVE] 242. Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] Well, alright, that's all I needed thank you so much have a good rest of your week.
[AGENT][POSITIVE] You also [PII] and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Ma