AccountId: 011433970860
ContactId: 430fa877-11ff-4a5f-952a-b43420351520
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100330 ms
Total Talk Time (AGENT): 57735 ms
Total Talk Time (CUSTOMER): 32804 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/430fa877-11ff-4a5f-952a-b43420351520_20250321T18:44_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm just needing to verify a patient's, um, car insurance is still eligible, please.
[AGENT][POSITIVE] OK, I'd be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII] and her number is 022.
[CUSTOMER][NEUTRAL] 73,700
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, thank you so much, [PII], for that information. Now, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright [PII], thank you so much for all that information. Looks like [PII] is the insured on this medical supplemental plan to show the original effective date. That's [PII]. She is still current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim. But are you needing benefits or just checking just to make sure she's active?
[CUSTOMER][POSITIVE] I was just making sure she was active. I appreciate you.
[AGENT][POSITIVE] All righty. Well, yes, ma'am. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, well, what was your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]
[CUSTOMER][POSITIVE] Love it love it all right well you have a great day and I appreciate your time.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Well, you're so welcome and thanks for calling APO and you have a great rest of your day, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You too lovely thank you bye bye.