AccountId: 011433970860
ContactId: 19c9c050-de91-4c51-8cb4-8db10ef83992
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96419 ms
Total Talk Time (AGENT): 49902 ms
Total Talk Time (CUSTOMER): 32879 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/19c9c050-de91-4c51-8cb4-8db10ef83992_20250501T21:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to verify eligibility please.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hey [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01986560.
[AGENT][NEUTRAL] Got it. And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It's [PII], [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, so it is designed to help with uh co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's what I need. Could I get a reference number on our call?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Yeah, that'll be it. Thank you so much, [PII]. I appreciate your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Thank you. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.