AccountId: 011433970860
ContactId: 15b3a266-e91f-4a1a-abc8-072eadcce739
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126879 ms
Total Talk Time (AGENT): 57578 ms
Total Talk Time (CUSTOMER): 50648 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/15b3a266-e91f-4a1a-abc8-072eadcce739_20250404T22:40_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 Y Medicine, just looking to get eligibility for one of our patients.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 2493498
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] So I am gonna spell the name cause I'm gonna butcher it um first.
[AGENT][NEUTRAL] I understand. I see it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] First name is [PII] and the last name, I believe it's [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and then did you have that, yes.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that. I am very curious to see how that is actually pronounced, um, so this policy is active.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 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][POSITIVE] Got you. OK, perfect. Thank you so much and what was your name again?
[AGENT][NEUTRAL] Of course, [PII] and was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, uh, if you have a reference, that's about it.
[AGENT][NEUTRAL] Sure, yeah, that would just be my first name, last initial, and today's date, uh, so my last initial is [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.