AccountId: 011433970860
ContactId: 1b771d46-f0e9-47cb-8f9a-8b07672c05e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110419 ms
Total Talk Time (AGENT): 60691 ms
Total Talk Time (CUSTOMER): 35160 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/1b771d46-f0e9-47cb-8f9a-8b07672c05e1_20250328T13:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. My name's [PII]. I need eligibility date for a member, please.
[AGENT][POSITIVE] All right, [PII], I'll be glad to help you go and give me your policy number.
[CUSTOMER][NEUTRAL] I have 02.
[CUSTOMER][NEUTRAL] 556274
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all of that information. Now while I'm pulling this up for you, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Alrighty now, thank you for all that information. Now, what is your patient's name and date of birth this morning, please, ma'am?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information, [PII]. Looks like [PII] is the insured on this medical supplemental plan. Do show the original effective date is [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want to get benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes, just the eligibility, that's all I needed. Can I get the spelling of your name, please?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, and is that all I can answer for you today?
[CUSTOMER][POSITIVE] Yes, that's all I needed thank you.
[AGENT][NEUTRAL] All [PII], my, yes, ma'am. My name is [PII] and that is spelled [PII].
[CUSTOMER][POSITIVE] Perfect. Lovely. Thank you so much. Have a wonderful day and a good weekend. [PII] blessed.
[AGENT][POSITIVE] You as well. You as well, [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.