AccountId: 011433970860
ContactId: 3e28e740-27c7-43c3-bee2-6daea4b8dc3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97879 ms
Total Talk Time (AGENT): 50929 ms
Total Talk Time (CUSTOMER): 38299 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/3e28e740-27c7-43c3-bee2-6daea4b8dc3b_20250107T18:25_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Left or right?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] ID
[CUSTOMER][NEUTRAL] Yes, hi [PII] I'm calling. I'm trying to, um, just check a patient's eligibility.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] All right, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh huh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. I have the group number?
[AGENT][POSITIVE] Um, I can try searching that. Oh yes, please.
[CUSTOMER][NEUTRAL] Oh, the, the certain number.
[CUSTOMER][NEUTRAL] OK 154 5.
[CUSTOMER][NEUTRAL] 909 ML 7.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], 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] Mhm.
[CUSTOMER][POSITIVE] Perfect, do you have a reference number for this call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last initial is [PII] Oh, was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's everything, thank you so much, ma'am.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You ever been