AccountId: 011433970860
ContactId: 3f51a365-a151-44bb-a594-1ed0013b11f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121510 ms
Total Talk Time (AGENT): 47243 ms
Total Talk Time (CUSTOMER): 68605 ms
Interruptions: 2
Overall Sentiment: AGENT=3.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/3f51a365-a151-44bb-a594-1ed0013b11f5_20250117T19:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII], and I am calling from Washington University in [PII], and I have a member, um, that I am showing has active coverage with you all. I need to check to see if you're his primary or secondary. Uh, it's listed as a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Primary and I don't think that that's accurate. Is, is your uh policies, are they primary coverage or are they secondary coverage? Are they like a supplement?
[AGENT][POSITIVE] Well, we don't have major medical coverage and it would be my pleasure to check on that policy for you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 01966571.
[AGENT][NEUTRAL] I do apologize my computer didn't move as quick as we were moving. Do you mind repeating that?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure, it's 01966571.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is a [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so yes ma'am, this is actually a secondary policy to his major medical coverage.
[CUSTOMER][POSITIVE] OK, alright, that's what I assumed and you followed our guidelines. OK, alright, I just wanted to make sure. OK, well thank you so much you have a good day.
[AGENT][POSITIVE] You're right.
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] I hope you have a wonderful day as well and a happy weekend, [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes, we've deserved it.
[AGENT][POSITIVE] Yes, it's true, it's time.
[CUSTOMER][POSITIVE] All right. Stay warm. Yeah. All right. Bye-bye.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.