AccountId: 011433970860
ContactId: 3d91f254-df28-400c-9bfa-de12cad432b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96819 ms
Total Talk Time (AGENT): 43325 ms
Total Talk Time (CUSTOMER): 38699 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/3d91f254-df28-400c-9bfa-de12cad432b0_20250310T19:31_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], um, I need to see if we can verify mailing address for a client, but I also need to see if we can verify that the member is still eligible.
[AGENT][POSITIVE] OK, I'll be happy to assist with eligibility and may I have your first name please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And, and if I can get a callback number for you?
[CUSTOMER][NEUTRAL] It's direct [PII].
[AGENT][NEUTRAL] And what is that policy number?
[CUSTOMER][NEUTRAL] 1539661
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the claims address is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and it's still in American public life.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the um and you just, you all supplement the primary.
[AGENT][POSITIVE] That's correct, yes, with the gap.
[CUSTOMER][POSITIVE] Are you like the gap plan? OK, OK, that's what I needed. Thank you so very much. You have a good one.
[AGENT][POSITIVE] Thank you for calling [PII]. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm bye bye.