AccountId: 011433970860
ContactId: 22520f37-1cdb-4755-9140-051b5afd7263
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90739 ms
Total Talk Time (AGENT): 46579 ms
Total Talk Time (CUSTOMER): 36051 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/22520f37-1cdb-4755-9140-051b5afd7263_20250320T13:25_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Medical University Hospital Authority, and I need to verify insurance and the type of insurance if I could please.
[AGENT][NEUTRAL] Yes, I can certainly help with eligibility and uh what is that policy number, please?
[CUSTOMER][NEUTRAL] 02446538
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII] Last name is [PII]
[AGENT][NEUTRAL] OK, excuse me just one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I got my computer to come up and if I could just uh verify, um, I just need your date of birth and then I need your phone number please, ma'am, while I'm looking this up.
[CUSTOMER][NEUTRAL] [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you. First of all, the policy is, uh, is active. It went into effect on [PII]. Um, now, the type of insurance this is is a secondary or gap insurance. So what we will do, um, [PII], is pick up the deductible, co-payment or co-insurance for certain, uh, uh, places of service.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, I just need a um reference number now for the call.
[AGENT][NEUTRAL] OK, if there's anything else I can help with and my name is [PII]. The first letter of my [PII] name is [PII], and we will use that in today's date as a reference.
[CUSTOMER][POSITIVE] Appreciate it thank you very much you have a wonderful day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thanks for contacting AP