AccountId: 011433970860
ContactId: 3808dfd8-ba57-4151-b767-c39ea0a7fc4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115760 ms
Total Talk Time (AGENT): 51681 ms
Total Talk Time (CUSTOMER): 38678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/3808dfd8-ba57-4151-b767-c39ea0a7fc4e_20250606T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to see if a member is active.
[AGENT][NEUTRAL] OK, yeah, I can check that eligibility for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] And I'm sorry, I didn't get yours.
[AGENT][NEUTRAL] Oh, it's [PII]
[CUSTOMER][NEUTRAL] Phone number is gonna be [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is.
[CUSTOMER][NEUTRAL] 02478728 M like Mary, L like Larry, the number 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, and I wanted to know if um this plan is a secondary plan. I wanted to know if authorization is required.
[AGENT][NEUTRAL] Yes, so this is a secondary medical policy, um, it is designed to help with co-pay, deductible and co-insurance after major medical pays, and as it is very dependent on whoever they have as their major medical, no authorization is required. As long as major medical is willing to pay this policy can.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, is there a reference number?
[AGENT][NEUTRAL] Uh, it would be my first name, last initial, and today's date. Uh, so my last initial is A.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, of course, thanks for on APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.