AccountId: 011433970860
ContactId: 130b780b-1260-451f-8bd9-c78628ba93fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140660 ms
Total Talk Time (AGENT): 48678 ms
Total Talk Time (CUSTOMER): 43307 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/130b780b-1260-451f-8bd9-c78628ba93fc_20250506T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Garden Health. I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have the patient, uh, policy number?
[CUSTOMER][NEUTRAL] Um, I have that as 2300701.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, that's gonna be uh
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It looks like the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And did you say you needed benefits or just eligibility?
[CUSTOMER][NEUTRAL] Uh, just the eligibility, um, what type of policy would this be considered?
[AGENT][NEUTRAL] Uh, it's a secondary policy.
[AGENT][NEUTRAL] Supplemental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you and is there a group number?
[AGENT][NEUTRAL] Uh, group number.
[AGENT][NEUTRAL] Uh, group number is 25232.
[CUSTOMER][POSITIVE] Perfect. And would you happen to have the claims mailing address?
[AGENT][NEUTRAL] mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK perfect and would you happen to have a reference number for this call?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you for your help you have a great day.
[AGENT][POSITIVE] Thank you for calling APLU as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.