AccountId: 011433970860
ContactId: 10def706-11b8-45da-8fa9-36b9c1ee6d03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113379 ms
Total Talk Time (AGENT): 53802 ms
Total Talk Time (CUSTOMER): 40380 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/10def706-11b8-45da-8fa9-36b9c1ee6d03_20250106T21:02_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, I was just needing to verify eligibility for a patient please.
[AGENT][POSITIVE] Yeah, I'd love to help you with some eligibility. Do you mind if I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect and then may I also get that member's policy number?
[CUSTOMER][NEUTRAL] 01930316.
[AGENT][POSITIVE] Perfect, and give me a second to get that pulled up for you.
[AGENT][NEUTRAL] All righty and your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII], birth date [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful. And it looks like your patient is current and active with us for an effective date of [PII], but it looks like she also has an updated policy number. Is that something I can go ahead and give you?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][POSITIVE] Perfect. Her policy number is 244-0270.
[CUSTOMER][NEUTRAL] 244-027-0
[AGENT][NEUTRAL] You betcha.
[CUSTOMER][NEUTRAL] OK, that's the policy number we'll need to file now?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is this like a gap plan?
[AGENT][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then was there any other information, Ms. [PII], I could give you for her eligibility?
[CUSTOMER][NEUTRAL] And yeah.
[CUSTOMER][NEUTRAL] Uh, no, ma'am. Do you have like a call reference number or anything?
[AGENT][POSITIVE] Oh, absolutely we do. It's gonna be my name, [PII], my last initial [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, Ms. [PII], thank you for your help.
[AGENT][POSITIVE] Hey, it's my pleasure, [PII]. You have such a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thanks.