AccountId: 011433970860
ContactId: 1859904d-3f95-4510-ac4d-70c49086cca9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142589 ms
Total Talk Time (AGENT): 59622 ms
Total Talk Time (CUSTOMER): 62998 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/1859904d-3f95-4510-ac4d-70c49086cca9_20250408T21:56_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] and I'm calling from Memorial Hospital, uh, Miram Martin, Florida, and I needed to check um eligibility for a member, please.
[AGENT][NEUTRAL] Sure, yeah, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 00945663.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] [PII]. Yeah.
[AGENT][POSITIVE] Awesome thank you so much for verifying that. OK, so yes, this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] Excellent. And uh let me see here. Is there a group name for the, for the policy?
[AGENT][NEUTRAL] Let's see, yes, uh, the name is Premier.
[AGENT][NEUTRAL] Aircraft Sales Inc.
[CUSTOMER][NEUTRAL] Thank you. And I got a group number 15793. Does that still remain? OK, perfect. All right, [PII]. And I suppose authorization is not required. Um, she's just coming for some breast damaging.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right, as this is a secondary medical policy, uh, it's heavily dependent on major medical, so as long as they're willing to pay this policy can.
[CUSTOMER][NEUTRAL] All right. Excellent. [PII], would you be able to provide me the first initial to your last name and perhaps a reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much. Have a great evening.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.