AccountId: 011433970860
ContactId: 3cdf255e-11b6-4a5c-a6c5-bdcf2946405f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98459 ms
Total Talk Time (AGENT): 50300 ms
Total Talk Time (CUSTOMER): 39442 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/3cdf255e-11b6-4a5c-a6c5-bdcf2946405f_20250129T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, I just need to verify eligibility of their insurance that they still have this insurance.
[AGENT][NEUTRAL] Yeah, of course, yeah, I can check eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Alright, it is 01417753 M as in mom number 8.
[AGENT][NEUTRAL] Got it, thank you. And then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, we are [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you for verifying that, [PII]. Uh, 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 perfect do you have a reference number for me?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Yeah, thanks for calling APO. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.