AccountId: 011433970860
ContactId: 3ef82a2c-8a8b-48d6-920d-0786135222f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123500 ms
Total Talk Time (AGENT): 56536 ms
Total Talk Time (CUSTOMER): 53777 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/3ef82a2c-8a8b-48d6-920d-0786135222f8_20250207T17:20_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. I'm calling because I wanted to verify a member's eligibility.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 7122.
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 01797926 M as in Mary, L as in Larry, and then an 8.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The name is [PII], last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, 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] Yes.
[CUSTOMER][POSITIVE] Perfect. Alrighty. Thank you so much. And then can I have a reference number?
[AGENT][NEUTRAL] Yeah, it 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][NEUTRAL] And then today's date?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so it's [PII]?
[CUSTOMER][NEUTRAL] Or just [PII]?
[AGENT][NEUTRAL] Uh, yeah, uh, today is the [PII], yeah, so [PII].
[CUSTOMER][POSITIVE] OK, [PII]. OK, perfect. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Bye thank you have a wonderful day.
[AGENT][POSITIVE] You too thank you