AccountId: 011433970860
ContactId: 0dd7788e-9df1-4600-b7f5-de1098450baf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110029 ms
Total Talk Time (AGENT): 51878 ms
Total Talk Time (CUSTOMER): 50970 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/0dd7788e-9df1-4600-b7f5-de1098450baf_20250418T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] I'm doing great, thank you. Um, I need to check eligibility. Uh, you can help me with that, please?
[AGENT][NEUTRAL] Of course, yeah, I could check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, well, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's uh [PII] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. The policy number is 02559250.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, 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][NEUTRAL] very much.
[CUSTOMER][NEUTRAL] OK, deductible, the COVID deductible. OK, perfect. Can you please provide me with the reference number, please?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Um so my name is spelled [PII] [PII] And was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, ma'am, thank you very much for your help. I really appreciate your time. I hope you have a wonderful weekend.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, thanks for calling ATL. You too. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.