AccountId: 011433970860
ContactId: 23c274ed-d1cb-42fa-8791-b417f338aa58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108989 ms
Total Talk Time (AGENT): 52111 ms
Total Talk Time (CUSTOMER): 38112 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/23c274ed-d1cb-42fa-8791-b417f338aa58_20250422T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I am calling to verify the insurance for one of my patients.
[AGENT][NEUTRAL] OK, I just need to check that eligibility.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I can check that for you. um May, 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 the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02570155.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] The first name is [PII], the last name is [PII], and the date of birth, I have [PII].
[AGENT][NEUTRAL] Perfect. Thank you so much for verifying that. Uh, so I'm showing this policy terminated [PII]. Uh, if you'll give me one moment though, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, so no, that was the only, that was a secondary medical policy and that was the only one she had with us.
[CUSTOMER][POSITIVE] Perfect thank you so much. May I please have the call reference number?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could help you with today?
[CUSTOMER][POSITIVE] That will be all for today thank you so much for all your help.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.