AccountId: 011433970860
ContactId: 3bee0a6f-2136-404b-b3ef-aadff388c389
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120730 ms
Total Talk Time (AGENT): 49739 ms
Total Talk Time (CUSTOMER): 46910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/3bee0a6f-2136-404b-b3ef-aadff388c389_20250522T17:28_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]. My last name, first name is [PII]. I'm calling from JK University Hospital. I would like to check eligibility status of the patient. Could you please help me with that?
[AGENT][NEUTRAL] I'm sorry, you said we're checking eligibility?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, I can check that for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], extension of [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 02156223
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, [PII], last name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy is active. Effective date was [PII].
[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] OK, is there any future termination date?
[AGENT][NEUTRAL] There is no term date it is currently active.
[CUSTOMER][NEUTRAL] Thanks for that. Could you please confirm that the patient ban of bleacher policy is active, patient policy is currently active and it is effective from [PII] is not a mentioned date, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thanks for that. Could you please spell me your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Nice to meet you, [PII].
[AGENT][NEUTRAL] Last initial is [PII] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Now that
[CUSTOMER][NEUTRAL] The Car reference number, please, [PII].
[AGENT][NEUTRAL] Reference number would be my first name, last initial and today's date.
[CUSTOMER][POSITIVE] Thanks for the information, [PII]. Have a great day. Bye-bye.
[AGENT][POSITIVE] Of course, thanks for calling APL. You too. Bye bye.