AccountId: 011433970860
ContactId: 10e7ad34-98a0-4ce3-9773-ebf0a5017b9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86500 ms
Total Talk Time (AGENT): 40431 ms
Total Talk Time (CUSTOMER): 29503 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/10e7ad34-98a0-4ce3-9773-ebf0a5017b9e_20250207T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you uh what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you and then can uh do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02506779 ML8 as I'm sorry the the number 8.
[AGENT][NEUTRAL] OK, thank you and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], date of birth.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, but it is designed to help with copay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Perfect. All right, thank you very much.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.