AccountId: 011433970860
ContactId: 3442adbc-4d26-4256-89e7-88a728c8d356
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122669 ms
Total Talk Time (AGENT): 39073 ms
Total Talk Time (CUSTOMER): 48984 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/3442adbc-4d26-4256-89e7-88a728c8d356_20250307T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good day. My name is [PII]. I'm calling in regards to uh benefits.
[CUSTOMER][NEUTRAL] Information.
[CUSTOMER][NEUTRAL] Of a member, please?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] I'm happy to check benefits today, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] That will be
[CUSTOMER][NEUTRAL] 01530909 M as in Mary, L as in Lima, number 8.
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] And if I can have patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, name of the patient is [PII]. Date of birth, [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. So the patient is active. The effective date is [PII]. We're the member's secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] So it will cover the remaining. May I know the plan type, ma'am, of this secondary insurance?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] It's a meddling plan.
[CUSTOMER][NEUTRAL] Nely plan, OK.
[CUSTOMER][NEUTRAL] Effective date for [PII]. OK. I think that'll be all.
[CUSTOMER][NEUTRAL] And can I get your last name, initial, and a reference number for this call?
[AGENT][NEUTRAL] My last initial is [PII]. The call reference is my name with my last initial and then today's date.
[CUSTOMER][POSITIVE] All right, thank you so much. You have a great day, ma'am.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] They