AccountId: 011433970860
ContactId: 0f73acd9-de7e-437d-b224-f38ec3d924ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98949 ms
Total Talk Time (AGENT): 49301 ms
Total Talk Time (CUSTOMER): 41202 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/0f73acd9-de7e-437d-b224-f38ec3d924ca_20250108T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Surgery Center of Aventura in regards to one of your members to confirm eligibility.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, so I have, he gave me inhospital cert number and outpatient benefit cert number is.
[AGENT][POSITIVE] Um, either one is perfectly fine.
[CUSTOMER][NEUTRAL] OK, I have 01994411 ML7.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII], 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] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you. Can I get your name and a reference number, please?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] last initial is [PII], was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] No, that was it thank you so much [PII] have a great day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.