AccountId: 011433970860
ContactId: 18e214f1-01f3-467b-89db-8c6b0598032e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91970 ms
Total Talk Time (AGENT): 48648 ms
Total Talk Time (CUSTOMER): 34235 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/18e214f1-01f3-467b-89db-8c6b0598032e_20250422T19:30_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]. Last name initial [PII]. I'm calling on behalf of a patient to see her eligibility status.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 01950933 ML 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Name is gonna be [PII] and then date of birth is going to be [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. 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][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK perfect and can I just have a reference number for the call?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date, and so my name is spelled [PII] Last [PII] is [PII] was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that'll be it thank you so much [PII]. I appreciate it.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.