AccountId: 011433970860
ContactId: 43541db6-b9a4-474b-8cfc-89dd46d600d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93669 ms
Total Talk Time (AGENT): 47347 ms
Total Talk Time (CUSTOMER): 35901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/43541db6-b9a4-474b-8cfc-89dd46d600d4_20250307T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I have, um, oh my [PII], let me start it over again. Hi, I need to verify that you.
[CUSTOMER][NEUTRAL] I need to verify eligibility and benefits for a patient please.
[AGENT][NEUTRAL] Sure, I can check eligibility and benefits for you. Um, it's Friday. I think our brains know it.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] For sure, my name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02308268 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] It's um [PII]. It's [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, and we really need to check the, uh, inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] It would be for inpatient, but I have everything I need. What is your name?
[AGENT][NEUTRAL] Oh, sure. Um, it's [PII]
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Sure, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too mm bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.