AccountId: 011433970860
ContactId: 1c6a6d67-e3b5-4c17-bbcf-3ae92d3ca8cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153050 ms
Total Talk Time (AGENT): 60190 ms
Total Talk Time (CUSTOMER): 57131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1c6a6d67-e3b5-4c17-bbcf-3ae92d3ca8cb_20250310T21:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hey, this is [PII] calling from provider's office.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, um, sir, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] All right. It's [PII].
[AGENT][POSITIVE] OK thank you and what can we do for you today?
[CUSTOMER][NEUTRAL] I just want to verify that um member is eligible or not?
[AGENT][NEUTRAL] Um, we're checking the eligibility.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I can check that for you um do you have that policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 10457153.
[AGENT][NEUTRAL] OK, um, I think I might have misheard that, [PII]. I apologize. Could you repeat that policy number for me?
[CUSTOMER][NEUTRAL] All right. It's 01457153.
[AGENT][NEUTRAL] Thank you. uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] First name is [PII] and last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 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] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right. And can you provide me the plan type?
[AGENT][NEUTRAL] Yeah, secondary medical.
[CUSTOMER][NEUTRAL] All right. And is there any term date?
[AGENT][NEUTRAL] No, it is currently active.
[CUSTOMER][NEUTRAL] All right. And can you provide me your first name and last name, sir?
[AGENT][NEUTRAL] Sure, uh my name is spelled [PII] Last [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, thank you for the information. Have a great day. Bye-bye.
[AGENT][POSITIVE] Of course, thanks for on APL you too bye bye.
[CUSTOMER][NEUTRAL] Hm